Customer Success Representative
1 week ago
About iGUIDE
iGUIDE is a leading provider of innovative solutions for capturing and delivering accurate floor plans, immersive 3D virtual tours, and extensive property data.
Job Summary
We are seeking a highly motivated and proactive Product Support Specialist to join our Technical Support team. As a key member of our team, you will be responsible for ensuring our customers' success and satisfaction through our Help Desk system and phone calls.
Key Responsibilities
- Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
- Maintain high levels of customer satisfaction through attentive and personalized support.
- Build and maintain knowledge base articles, FAQs, and other supporting documentation.
- Analyze support portal data to create knowledge-base articles or canned responses proactively.
- Perform other duties as necessary, including special projects that contribute to team and customer success.
Requirements
- Proven experience in a Product Support or Technical role within a technology company.
- Sound judgment to escalate issues to senior members within the team.
- Collaborate cross-functionally with internal teams, including Customer Success, Sales, Product Management, Engineering, and Drafting (professional services), to ensure alignment and provide a cohesive customer support experience.
- Knowledge of help desk management software tools and CRM systems.
- Excellent written, oral, and telephone communication skills and the ability to communicate in user-friendly language and build strong relationships with customers.
- Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
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