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Are you a problem solver with great customer service skills? Are you intellectually curious? When you download an app do you try to figure out everything it can do? Do you have top-notch communication and organization skills? If you answered YES then imSMART has your dream job.
imSMART, a division of CompareNetworks, is an enterprise sales, marketing, and training platform serving customers in many business to business markets. imSMART gives companies the ability to centralize and distribute all sales and marketing materials to a mobile sales force, create custom presentations, download detailed analytics and share data. Our imSMART team is passionate about providing the highest level of support to our customers, some of the largest companies in the world.
Key Responsibilities:
Provide first level support for customer issues and questions
Utilize analytics tools to generate reports
Maintain and improve existing customer support practices
Interact with customers via phone, email, and a ticketing system
Onboard customers by setting up instances, content and lead training
Own all customer tickets and work with developers and project managers
to troubleshoot issues
Gather feedback from customers for future improvements to the app
Maintain customer support documentation and articles
Manage enterprise releases across all mobile and web platforms
Test new releases and give feedback to developers.
Write release notes in simplified terms.
Update customer facing documentation for release notes on a regular basis
Requirements:
1+ year Customer Service Experience
Ability to give live trainings via web conferencing software
Proficient with Microsoft Excel
Must have strong organization and communication skills, be detail oriented, and have the ability to handle multiple projects simultaneously
Technical aptitude and ability to learn software programs
Ability to research the web and interact with developers to troubleshoot and help customers with iOS, Windows, and Android platforms
Ability to understand technical jargon and explain it in non-technical terms
Available to meet virtually with clients and developers outside of normal business hours when needed
Be a team player who loves making products better and customers excited
Experience with Zendesk and/or Jira is a plus
Some knowledge of programming and databases, also a plus
