Develop comprehensive understanding of NetVendor's products and its applications to better support clients and internal teams
Manage and optimize the customer support function, ensuring timely and accurate handling of requests, tickets, and escalations
Maintain and grow client relationships while ensuring their needs are met effectively
Address and resolve any issues or concerns that arise, ensuring satisfaction and smooth operations
Manage client expectations and align them with company capabilities to ensure realistic goals and successful outcomes
Monitor and report on operational KPIs including response time, resolution rate, retention, and customer satisfaction
Develop and implement process improvements to enhance service delivery and client experience
Collaborate closely with the Customer Relationship Managers to align service delivery with customer expectations and overall customer health
Use analytics to identify recurring issues and propose long-term solutions
Own the customer feedback and review process, driving improvements based on insights
Additional responsibilities as assigned
Requirements
At least two years of experience in customer support, operations, or service delivery
Strong communication skills—both written and verbal—with excellent presentation and active listening abilities
Analytical and process-oriented mindset with experience reading and interpreting customer health metrics and service dashboards
Detail-oriented with strong problem-solving and critical thinking skills; ability to troubleshoot issues and work through configuration problems
Proficient with Microsoft Office (Word, Excel, Outlook) and able to quickly learn new software systems; experience with SaaS or property management platforms preferred
Comfortable with basic IT concepts including user permissions and role-based access systems
Ability to prioritize effectively and perform under pressure in a fast-paced environment while maintaining quality assurance standards
Strong interpersonal and collaboration skills with the ability to set expectations, provide and receive feedback, and work across teams
Self-motivated and independent; comfortable working both autonomously and as part of a collaborative team
Experience creating training materials or developing content a plus
Benefits
Medical, Dental, and Vision Insurance including HSA Option
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