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Who are we?
Come and Meet the Founder in this 1 minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.
Our global mission statement:
From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and have a positive impact in the field service software market. Since 2006, we’ve not only transformed our own services and offerings, but we’ve transformed the business operations of thousands of service companies who rely on our software every day.
Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, to comprehensively supporting clients from day one, and always being open and transparent with our community - these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.
Our department mission statement:
This role sits in the Client Operation’s team, where we focus on creating long-lasting, positive relationships with our clients. Our online reviews regularly reference the service and success team as a primary reason why Commusoft is a leading SaaS provider.
The Client Services and Success Executive is at the heart of this. You will be based in our growing US office in Chicago - providing on-going support to both UK and US customers. Including 1-2-1 assistance, logging technical and user queries, creating user documentation and ensuring our clients can use Commusoft to its full potential and ultimately are happy.
Inclusion and belonging at Commusoft:
Our clients come from all walks of life and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process and we intend to genuinely drive transformational change when it comes to diversity, inclusion and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.
What you’ll do:
- End-to-end client engagement: You’ll show a genuine interest in understanding and resolving client technical issues. You’ll take ownership of client problems and be pro-active when dealing with clients - logging user and technical support queries for UK and US customers via phone and email and manage queries, actions and updates using ticketing software ie Zendesk.
- Knowledge Base Enrichment: Contribute to our knowledge base by creating informative training and educational materials. These resources will serve to empower clients and provide them with self-help solutions when needed. Include knowledge base articles and record webinars promoting new features and workflows
- Training: providing user training via the phone or video to help the user resolve their issues and use Commusoft to its fullest
- Collaborate: Escalate queries to development and product teams, and manage the resolution this through to resolution. Own the US tickets and collaborate with the UK Client support team to log UK tickets ready for the UK morning,