• Customer Success Representative

    Job Locations US-Herndon, VA
    Job ID
    2018-1406
    Category
    Hidden (8721)
  • Overview

    At Ntrepid we measure our success by the satisfaction of our customers. With that obligation comes the need for a customer service oriented individual with top notch communication skills.

     

    This is a high-impact opportunity where you will be empowered to go above and beyond the call of duty to keep our customers happy. Your role is to ensure that our customers have the best experience possible with our products from on-boarding to support to renewal. In addition to solving customer inquiries, you serve as air traffic control for escalating tickets to technical teams as necessary. You will also play a crucial role in improving customer on-boarding, gathering feedback, and collaborating with our Product teams to ensure our customers' voices are heard. This is a customer-advocating role with high visibility and is paramount to the success of our company. Growth is guaranteed and we invest heavily in our team. Sound interesting? Then read on!

    Responsibilities

    • Utilize ticketing system to manage customer tickets and respond within established time frames
    • Answer customer inquiries with clear, succinct, well-formatted responses
    • Identify ticket trends and flag them for resolution with the appropriate teams
    • Escalate issues to technical teams or CS Team Lead as necessary
    • Analyze and improve customer on-boarding process
    • Gather customer feedback and share with appropriate stakeholders
    • Review and/or create and maintain both internal and customer-facing documentation
    • Track and report on qualitative and quantitative customer data and provide recommendations
    • Other duties as assigned

    Qualifications

    • U.S. Citizenship is required
    • Must be able to obtain/maintain a security clearance
    • College degree or equivalent professional experience required
    • 2+ years of professional work experience required
    • Superb writing and formatting skills
    • Ability to absorb deep product knowledge and articulate it clearly and succinctly
    • Ability to break down technical concepts in a way that makes sense to non-technical audiences
    • Demonstrable skill in gathering and analyzing data
    • Prior experience with Desk or Service Cloud a plus

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