A little bit about us:
ServiceTrade, a leading SaaS based solution, is seeking an extraordinary individual to become a top player within our dynamic organization. As a Manager, Customer Support in the fire protection & life safety and mechanical industries, you will be at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking Leadership Team to spearhead impactful, transformative solutions, specifically around providing satisfactory resolutions to our customers as the first point of contact.
What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.
A little bit about you:
This is not your average Customer Support role; it's an opportunity for strategic thinkers and creative resolution finders to deliver the highest level of customer satisfaction to the people that depend on our software everyday. You will become an expert on our products, find the best way to fix problems, and come up with real improvement ideas.
The work involves technical issues where your contributions could help resolve critical problems and improve systems. Strong expertise in ticketing systems, technologies, and troubleshooting software skills will be needed to achieve your goals in this challenging opportunity. This is for you if you love diagnosing issues, have a strong work ethic for seeing cases through to resolution, and can provide excellent customer service.
You’ll be responsible for:
• Attracting potential customers by answering product and service questions
• Setting up customer accounts:
• Entering account information
• Assisting with initial customer data entry
• Providing application walkthrough
• Providing basic tutorials
• Resolving product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintaining the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
• Recommending potential products or services to management by collecting customer information and analyzing customer needs
• Assisting in documenting support issues and creating application usage guides
You’ll need:
• 1-3 years experience in SaaS based technical and/or customer support
• Technologies you will need to have experience with or will need to learn:
• Excel/Google Sheets (comfortable with formulas)
• Computer science background (preferred)
• Experience scripting or programming with APIs (preferred)
• Understanding of relational databases (preferred)
• Customer Service with a focus on quality, problem solving, and documentation
• Excellent spoken and written communication skills
• Ability to listen, analyze information, and multi-task
Work Environment:
• This is a hybrid position requiring 1-2 days per week in our RTP office. You must reside in the area to be considered.
A few things you'll want to know:
What does ServiceTrade do?
Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce.
Ok, so why should I care about that?
Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.
What kind of working environment do you have?
We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page.
What kind of benefits do you offer?
• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness and Accident
Location: Durham, NC
Posted: Sept. 30, 2024, 4:47 p.m.
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