Premium Support Consultant

We are seeking a Premium Support Consultant (PSC) to work directly with designated Clients managing their experience in Support; aiding their clients in being successful with our products and platforms, offering a point of contact for assistance, guidance, troubleshooting, and serving as an escalation point to the Support Team.

Key Responsibilities

• Provide premier support to their assigned clients.
• Lead Analyst Team in supporting client
• Identify training opportunities
• Assist with business process
• Guide through best practices
• Notify Account Manager & Customer Success Manager of Leads
• Identify issues with the system
• Locating system bottlenecks and recurring product issues
• Troubleshoot and submit bugs to Development
• Provides Instructional aide and back up to the Support Analysts
• Identify and maintain knowledge of custom process
• Understanding how client uses the software for their business
• Product Training
• Collaborate with Success Manager, Account Manager, Support & Training Managers to create ad hoc Product Training for specified clients that is consistent with our current training process.

Required Skills

• English Proficiency - Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely.
• Attention to Detail: Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly​
• Efficiency: Able to learn new tasks quickly and follow direction. Receptive to feedback and being adaptive and responsive to updating process.
• Experience: 1-2 years Facility maintenance knowledge, CMMS (facility maintenance software) administration, customer service and software support experience preferred
• Education: Bachelor’s Degree or equivalent work experience
• Attendance and Punctuality: On time attendance to scheduled shifts is required
• Teamwork: While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence
• Comfort with Remote Work: Comfortable participating on camera during remote meetings.