Location: Remote US/CND
Company: American Data Group
Company Overview:
For over 40 years we have offered public sector software solutions that support critical community services. Our software provides accounting, payroll, utility billing, and speciality software unique to government. We have loyal customers nationwide and a comprehensive product suite. We continuously invest in developing and enhancing our integrated SaaS platform.
We are part of Tripleview Technologies (TVT), who acquires, innovates, and grows technology companies focused on the public sector. Our companies provide a specialized range of solutions tailored to local governments, supporting mission-critical operations to build better communities.
Position Overview
Our Customer Success Specialists (CSS) are at the core of our organization, playing a crucial role in delivering exceptional customer experiences. As key members of our Customer Success Team, they engage with customers daily, providing support and applying their extensive knowledge of our products and programs. The CSS role is structured into levels that reflect increasing expertise, each tailored to address specific tiers of customer issues and technical challenges. Progression through these levels signifies greater responsibility, enhanced cross-team collaboration, and a continually expanding skill set.
Why Join Us:
We are continuously acquiring and then investing in our company creating an opportunity to continuously apply past experience while developing a full range of new skills. This is a place to grow, learn, and develop only constrained by imagination and initiative.
Key Responsibilities:
Monitor queues to ensure on-time resolution and high levels of client satisfaction.
Development and maintain in-depth working product knowledge and processes.
Responds to client inquiries and problem solve in a professional and effective fashion.
Acts as a resource in resolving client issues brought to the team.
Provide training to existing and new customers and support the successful product launch.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep detailed records of customer interactions.
Help build an internal and external client facing FAQ and Knowledge base articles.
Operate within performance standards to exceed service goals of company.
Skills and Experience:
Minimum of 2 years' experience in customer support/business analysis role.
Knowledge and/or experience in accounting fundamentals (fund accounting preferred).
Experience with utility billing either in government or product support role.
Superior client relationship and communication skills with the ability to build trust.
Proven ability to handle stressful situations, multiple tasks, and deadline pressures.
Ability to think critically, understand clients underlying needs, and align products or integrated solutions for client consideration.
Strong problem-solving skills with the demonstrated ability to identify, research and make decisions based on complex customer problems.
Experience training or presenting data and information to clients in both formal and informal settings in a professional, clear manner.
Works collaboratively with others to maintain productive and supportive working relationship.
Work Environment:
This remote position allows for maximum flexibility and opportunity for the right person. The candidate will collaborate daily with team members and customer nationwide. Some travel may be required to attend conferences, trade events and customer sites.
How to Apply:
Interested candidates are invited to apply below by clicking the button to submit their resume and cover letter detailing their relevant experience and completing our online assessment.
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