• Sustain business growth and profitability by maximizing value
• Support, via phone, chat and email to onboard, troubleshoot and resolve client issues and problems
• Analyze customer data to improve customer experience
• Design, build and manage Customer Support Service Level Commitments (SLCs)

FraudFighter™ is a 22 year-old company involved in the fraud prevention industry. We have an interesting opportunity for a person who wants to really get into the operations and support side of our business.

We offer a product called PALIDIN™ - a software solution that is used by our clients to authenticate identities of individuals live, during a transaction. This includes a Windows-based desktop app, a “web app”, and mobile apps for both iOS and Android, as well as a cloud-based portal to manage and control the other components.

Some of our clients struggle to manage these different moving parts, and so we need bright, intelligent people who enjoy talking to and interacting with the diverse and eclectic (!) collection of our customers to help walk them through onboarding, troubleshooting and training of how to use the different services.

Position Summary

We are looking for a manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implement new programs that will increase our business’ revenue potential and minimize churn rates.

The responsibilities include supporting customers as they transition from sales prospects into customers by building close relationships that often last beyond any one project or job.

Ultimately, you will work directly with clients by rolling up your sleeves and helping solve their problems and ensuring their satisfaction while they are an active account with us. You will work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

This is a hybrid role that spans both direct customer and technical support of clients while also helping design and build a world-class customer success program that genuinely enables our clients to be happy that they work with us!

Responsibilities

Customer Success

• Establish clear client retention goals
• Develop SLA (Service Level Agreement) programs, including premium levels with subscription costs
• Build strong relationships with our customers by understanding and proactively responding to their business needs
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience

Customer Support

• Learn the full product offering. Understand best practices, policies and procedures around the use of the various modules and how they apply to the business operations of our customers.
• Provide telephone, email, and online remote technical support to software users
• Train customers as needed on the customized features and/or reports
• Follow-up with customers on any questions, unresolved issues, updates, or as needed.
• Responsible for maintaining cases and daily tasks in the CRM (SalesForce) ticket management platform
• Work collaboratively with Engineering and Development on any assigned custom development needs
• Help manage new client deployments.
• Route feature requests, bugs, training requests, data fixes, and data imports to appropriate departments.
• Escalate critical high tickets that are not meeting the response time SLA.

Requirements and skills

• Proven work experience as a Software Support and/or Success professional
• Excellent written communication skills
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A degree in communications, marketing or computer science is preferred

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Glendora, CA 91740: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Required)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Glendora, CA 91740

Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.