Customer Support

This is a fully remote position, open to applicants in India.

📋 Description

• Configure and oversee the settings of the ServiceChannel platform in accordance with customer specifications.

• Adjust and control user access, permissions, and administrative settings.

• Execute updates requested by customers within the authorized platform modules.

• Manage dashboard settings, workflows, and configurations for issue lists.

• Act as the main contact for requests related to platform administration.

• Assess customer enhancement requests and collaborate with internal teams to explore potential solutions.

• Keep customers informed about the status of their enhancement requests and platform initiatives.

• Relay information regarding system performance issues and platform updates to both customers and internal teams.

• Assist with configuration and administration across various locations and provider assignments, including asset management, refrigerant tracking, site planning, inventory, projects, Supply Manager, preventative maintenance, business hours, invoice and proposal workflows, auto invoice approval, dashboards, and issue lists.

• Collaborate with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to provide customer solutions.

• Engage in customer meetings focused on platform administration and optimization.

• Record platform changes and maintain detailed configuration documentation.

• Appropriately escalate issues and risks to leadership and technical teams.

⛳️ Requirements

• A minimum of 2 years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.

• Proven experience in managing customer-facing technology solutions.

• Strong analytical abilities and troubleshooting skills.

• Capacity to handle multiple priorities and customer requests concurrently.

• Exceptional written and verbal communication skills.

• Experience in collaborating with cross-functional stakeholders.

• Familiarity with the ServiceChannel platform is preferred.

• Prior experience with Zendesk is preferred.

• Knowledge of facilities management workflows is preferred.

• Experience in workflow automation and business process optimization is preferred.

• Experience supporting enterprise customers is preferred.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.

• Flexible work arrangements.