Customer Success Specialist

What You’ll Do

• Be the first point of contact for customers experiencing technical issues
• Own reported issues and see them through to resolution
• Diagnose, troubleshoot, and identify solutions to resolve customer issues
• Reproduce customer issues in lab environment
• Work cross functionally with internal teams to escalate and track unresolved issues
• Communicate accurately, regularly and promptly with customers experiencing issues
• Document root causes and steps to resolution issues through internal case-management system
• Update and maintain our internal knowledgebase

• Experience diagnosing/fixing/troubleshooting hardware and software issues
• Demonstrated skills in configuring/troubleshooting RAID arrays
• Hands on experience with system imaging software (i.e. Symantec Ghost or similar)
• Knowledge of basic Networking, TCP/IP and Windows file sharing
• Experience setting up and maintaining Microsoft SQL and SQL Clustering
• Technical knowledge of installing and maintaining operating systems - specifically Microsoft Windows Server, Windows XP, Windows 7, Windows 10, and Linux CentOS
• Customer service experience in a technical support environment
• Must be proficient in any of the following languages: English, Spanish, German, French (read, write, speak)
• Excellent troubleshooting and debugging skills
• Well-organized, very detail oriented, and able to work on multiple projects
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Keen attention to detail with accurate record keeping
• Must be able to work with a team as well as independently

• Scripting experience with C#, Python or other popular languages
• Knowledge of Adobe Photoshop and/or Creative Suite a plus
• Additional education and computer courses are assets
• Prior knowledge of Salesforce or similar CRM systems will be an asset

• 5%-10% travel may be required