Technical Success Advisor I
Manila, Philippines
1h ago

Major Functions / Responsibility

  • Work largely during customers' core business hours through phone, chat, email and screen sharing, with occasional extended hours as deemed necessary on critical concerns
  • Responsible for customer satisfaction, retention and reference-ability for all assigned accounts, addressing overall concerns, change requests, work orders, and solving service or billing problems
  • Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, while scheduling time for proactive activities
  • Engage in proactive communication with each assigned customer on at least a monthly basis as their named TSA, ensuring that they achieve their business objectives, achieve success with the solution, and are using the solution in the most successful way possible
  • Partnering with other inContact employees and teams (technical support, professional services, product management, engineering, etc.
  • ensure that all technical challenges and other issues / cases / requests are being handled properly, are within SLA targets, and are progressing toward resolution

  • Develop in depth knowledge of inContact products and associated technologies, especially those employed by assigned accounts
  • Develop expertise and maintain currency in telecommunications, contact center, and related technologies
  • Become familiar with a customer's contact center and business, and learn how inContact's solutions help them meet their business needs
  • Understand the product / service usage, realized benefits, achievements, opportunities and next steps for assigned accounts

  • 2+ years of college education, or equivalent work experience
  • 2+ years customer service experience for software

    Working on a team, contributing to the overall success of the organization

    Understanding of contact center business and software

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