It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
At NAVEX Global, our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.
As our Senior Customer Support Technician, you will be primarily responsible for front line technical support of our product solutions. In addition to managing product support tickets, phone calls, and emails, you will also assist internal employees with onboarding, support and process development. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!
We Offer You:
An innovative organization that is secure, growing and thriving with a reputation that we are proud to say is absolutely second to none
A workplace experience that is inclusive and based on our determination to retain you each day as well as enables you to learn, grow and develop your career, and people dedicated to your success at every level
Competitive pay with benefits that matter, including PTO, health benefits, 401k, community outreach, on-site market, etc.
What You Will Do:
Manage customer support tickets, calls and emails within service level agreement requirements
Manage technical escalations: identifying, evaluating and resolving customer computer, system, server and user related issues, including compatibility conflicts, application operations and software/hardware malfunctions
Educate/train internal team members on processes, products and technical escalations
Educate/train customers on solutions with the goal of helping them achieve their objectives with our systems
Identify potential system and customer relationship enhancements, including upsell opportunities within existing customer base to optimize customer system performance
Interpret and communicate specialized technical material into information usable by customers
Establish project tasks, related timelines and update NAVEX Global’s CRM
Work with cross-functional teams to ensure customer objectives are met, including customer input communications to product development, documenting procedures and consulting as a stakeholder participant on new feature design
Manage confidential and proprietary customer information
What You Will Need:
A Bachelor’s degree and prior work-related experience or equivalent preferred
2+ years of experience in a customer service and software support role
Experience supporting SaaS-based software preferred
Proficiency in Windows and Microsoft Office
Proficiency in updating and managing a CRM, preferably Salesforce
A general understanding of website functionality and related technologies
Training experience, ability to learn and assimilate new information quickly
Ability to independently evaluate and define customer and system needs
Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
High level attention to detail with excellent planning, follow through and organizational skills. Will need to be able to define and deliver on priorities
Excellent verbal and written communication skills and a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds
NAVEX Global is an equal opportunity employer, including disability/vets.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!