Account Executive selling a portfolio of software solutions to Federal Government/Public sector clients. Proactively prospecting and building relationships with key stakeholders in large organizations.
About the role
- Technical customer support representative assisting customers with inquiries and issues on software products. Collaborating with team and providing escalation support for technical inquiries.
Responsibilities
- Handle customer inquiries related to technical issues with software and electronic products
- Log calls and requests in the database
- Provide escalation support to junior staff
- Track inquiry resolution progress and proactively communicate with customers
- Follow appropriate company policies to resolve issues
- Assist with training and development of team members
- Inform team on product updates
- Act as an overall product contact
Requirements
- Respond to customers' inquiries relating to technical issues with software and online products
- Log and classify all calls in the tracking database
- Provide escalation support for complex technical issues
- Use analysis and judgment to obtain solutions
- Track inquiry resolution and proactively provide updates to customers
- Follow company policy and procedures for resolving complex inquiries
- Assist new team members in learning processes
- May develop and facilitate training programs
- May act as a subject matter expert or provide work direction
Benefits
- Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office)
- Flex My Way policies for work-life balance
- Comprehensive benefit plans including flexible vacation and Mental Health Days off
- Access to Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
- Globally recognized culture for inclusion and belonging
- Opportunities for making an impact through Social Impact Institute with paid volunteer days
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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