Named Support Representative - Remote

Job Responsibilities

• Work with customers on cases assigned to you (including phone and email communications)
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Reproduce, document, and raise issues to the Development team
• Assist with escalated technical support issues and work closely with our development team to resolve more complex cases.
• Provide business, technical, and product knowledge in support of post-sales activities in order to ensure customer satisfaction
• Act as the conduit to the support organization to ensure client ticket escalations are resolved in a timely fashion
• Build strong customer relationships, especially with key customer technical stakeholders and sponsors
• Will work closely with the CSM, Support Managers, Engineering Managers, and other leadership to escalate issues as required
• Frequently conduct and coordinate tactical operations reviews with client teams
• Participate in Quarterly Business Reviews as a key technical contributor to speak to resolved and ongoing support issues.
• Other duties as assigned

Required Qualifications

• 1 to 3 years as Technical Support Representative II or other relevant experience
• A proven track record of customer support excellence and building relationships with customers.
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
• Good judgment, and capacity to independently evaluate situations and identify the optimum course of action.
• Excellent written and verbal English communication skills.
• Have a mastery of most basic Agiloft issues