ABOUT THE CUSTOMER SUCCESS AGENT POSITION

Are you an innovative customer success professional looking to grow your career with a diverse and intelligent team? We are the best in the industry in combining data collection and helping our customers to develop solutions to focus on what matters most. Our team works impeccably together and we are looking to expand now!

The Customer Success Agent (CSA) is responsible for supporting current Zerion customers through the chat and ticketing system, creating documentation for Zerion microservices and managing the Customer Success Center community.  CSA’s must be customer support focused with technical writing capability.

The CSA will work in conjunction with the Enterprise Support Manager to create, develop and maintain the Zerion Community forum.

The ideal candidate thrives in a fast paced environment, possesses excellent customer success skills, can communicate ideas and is a master of problem solver. They take a proactive approach to success while leveraging all of the data and team insight at his or her disposal. Most of all they want to serve the customer and the customer’s success is the most important thing to them.

Responsibilities
  • You’ll be running the Community Forum of our Customer Success Team.  Creating content, interacting with community members and driving engagement.
  • Answering customer enquiries through various channels such as chat, ticketing and email.
  • Creating Customer Success Center documentation while identifying current documentation deficiencies and articles needs (such as images, videos, etc.)
  • Build deep technical product knowledge and capabilities within the Zerion platform.
  • Help customers learn about Zerion Software when facing challenges.
  • Work closely with development, product and sales team to stay up-to-date on pipeline and internal needs.
Required Skills
  • Experience supporting customers on a technical level.  Preferably with both chat and ticketing systems.
  • Understanding of the intricacies of interacting with a customer via chat and email.
  • Good understanding of both iOS and Android.
  • Self starter with initiative.  At Zerion we preach the concept of promoting yourself.  We want you to take ownership of your responsibilities without being micromanaged.
  • Proactive, logical, and energetic approach to customer support.
  • Single minded determination for helping customers succeed
  • Able to explain complex concepts in a clear and concise manner
  • Exemplary written and oral communication skills
  • Education: Completion of a 4 year degree
Benefits of Working at Zerion Software

Apart from working with an intelligent, innovative, and passionate team, having tons of growth potential, and a great work/life balance, this position offers great perks! Benefits include health, dental, 401K, unlimited paid-time off, no dress code, paid holidays, and a generous paid parental leave policy.

Reports to: Chief Solutions Architect

Works with: Prospects, Customers, Customer Success team, Customer Support, Marketing

Contact: Please send your resume and reason you are interested in this position to resume@zerionsoftware.com

Posted January 9, 2017