The Customer Service Level 2/Client Care Technical Support is the communication liaison between TigerText, our clients and internal resources. The position supports the Implementations Project Managers and Account Managers with technical implementations and business relationships with the goal of exceeding client’s service expectations.
The position gathers information for troubleshooting client reported problems and opening/resolving support tickets. This individual must possess significant personal initiative and strong problem solving skills with exceptional project and process management capabilities. The ideal candidate will have familiarity with key mobile phone technology platforms such as iOS and Android, APIs and LDAP as this information is core to the TigerText products and services.
Establish subject matter expertise in TigerText products, services and underlying technology.
Have a full working knowledge of all internal systems, processes and procedures needed to support internal and external clients.
Fortify client relationships focused on 100% measureable client satisfaction.
Support Implementation Managers as they are doing integrations with LDAP and various APIs.
Document all client calls, emails and other communications accurately and within SLA in our CRM (SalesForce).
Maintain CRM database with up-to-date and accurate client account data.
Evaluate and troubleshoot client issues using problem solving skills to prioritize, escalate and track incidents to closure.
Communicate and partner with technical and engineering teams for resolution to client issues.
Ensures project team adheres to Quality Philosophy, “On Time, Right the First Time.”
Queue Management ensuring service request records are updated in a professional manner.
Proactively communicate to clients the status of their incidents and scheduled improvements in products and services.
Participate in client turn over calls from Implementations, reflecting professionalism, confidence and credibility.
Conduct Client Care acceptance testing of product enhancements ensuring expertise and quality prior to deployment.
Technical documentation review of user guides, FAQs and Business Requirements documentation.
Review client needs and provide thought leadership and best practices to Clients and internal teams.
Participate in key client migration projects to new products and platforms as needed.
Act with passion and urgency, as the client’s technical advocate within the company.
Keeping - and delighting our clients is one of the most important tasks we believe in. The ideal candidate will understand and agree and truly be passionate about customer advocacy and has a proven track record to back it up.
EXPERIENCE: 2-3+ years of work experience in a technical customer service role within a client facing environment (startup experience a plus!)
Passion for excellent, world-class Customer Service.
MUST have strong knowledge of LDAP and website APIs.
Excellent written, verbal and interpersonal communication skills
Possess a sense of humor and a desire to make work fun and enjoyable.
Comfortable working in a dynamic fast-paced, entrepreneurial environment.
Desire and ability to take ownership of client issues and proactively seek timely resolutions.
Confident with technology; both mobile and Internet.
Proven experience in troubleshooting technical issues and demonstrated effective problem solving ability.
Team player with a positive attitude, ability to work well with others and collaborate on achieving both client and Company goals.
Able to effectively juggle multiple tasks and competing priorities.
Excellent time management and organizational skills.
Proficient with Microsoft Word, Excel, and Power Point.
BA/BS preferred, but not required. Will consider candidates with relevant experience.
• Prime office space located in sunny Santa Monica with a loaded fridge.
• An opportunity to work closely with proven executive team, board and serial entrepreneurs (www.tigertext.com/about).
• An environment that embraces a “work hard-play hard” culture and has fun.
• Team members love what they do and are willing to go the extra mile to help our Clients and support the Company’s rapid growth.
• TigerText is the industry leader in secured messaging.
• This is a full time opportunity with competitive salary and generous medical benefits.