Senior Customer Success Manager (User Support Technician)

$26.44 hourly
  • RocketRez
  • 12a-40 North Gate Drive, Steinbach, MB, Canada
  • Jun 13, 2022
Full time Information Technology

Job Description

Applying software and customer service skills and knowledge, the Senior Customer Success Manager is responsible for installing software solutions for new customers and providing on-going software, systems, and other technical support.

Responsibilities:

  • Under direction of the Account Manager, refer to user guides, technical manuals, and customer requirements to configure customer’s software system and to research and implement solutions to software issues
  • Provide on-going and proactive user software support training in person or electronically to customers regarding their software system functionality, including addressing customer questions on new features and enhancements
  • Troubleshoot software issues and resolve problems, escalating as necessary to appropriate departments, tracking through resolution
  • Continue to learn the product and develop advanced understanding of at least six software modules; staying current with product updates and features
  • Gather and communicate customer feedback to internal teams for software improvements, feature requests
  • Foster customer relationship through regular check-in via email and/or virtual meetings, timely resolution of customer issues and questions
  • Assist in training new staff to proficiency.  Freely sharing knowledge of the product and customer management.

Qualifications

  • Minimum 3-year Bachelor’s degree in computer science, computer programming, information technology, or similar field
  • 4+ years of experience working in a customer success role.
  • 2+ years’ experience with Software as a Service (SaaS)
  • Demonstrated experience with software installation, troubleshooting, and customer support
  • Ability to communicate (verbal/written) effectively in English required

Additional Job Details

  • Workplace Information: Remote work unavailable
  • Primary Job Location: Steinbach, MB
  • Period of Employment: Permanent, Fulltime
  • Working Hours: Monday – Friday, Day shift, 8 hours/day, 40 hours/week; may require working on-call and/or overtime
  • Wage: $26.44/hour
  • Language of Work: English
  • Health Benefits: Healthcare plan, Dental plan, Vision care benefits, disability benefits, paramedical services coverage.
  • Financial Benefits: Potential bonus, incremental salary increases, life insurance
  • Other Benefits: Free parking available, team building opportunities, travel insurance, paid time off, learning/training paid by employer
  • Transportation/Travel Information: Own transportation, willing to travel, willing to travel cross-border, willing to travel overnight, travel expenses paid by employer
  • Work Conditions and Physical Capabilities: Fast-paced environment, work under pressure, tight deadlines, attention to detail, sitting
  • Personal Suitability: Effective interpersonal skills, accurate, team player, excellent oral communication, client focus, organized, excellent written communication, initiative, judgement
  • Computer Technology Knowledge: Internet, word processing software, presentation software, mail server software, communication software, database software, SharePoint, MS Office
  • Work Setting: Computer hardware or software retailer/wholesaler, startup company


Employer Contact Information:
RocketRez Inc
12A-40 North Gate Drive,
Steinbach, MB R5G 2T9
877-393-0004
hr@rocketrez.com