Share Email Opening
Title

SaaS Level 2 Customer Support 

Description

Our Life Science Connect Technical Team focuses on helping our clients solve a problem or achieve an outcome, not just selling them a product or service. When done right, we are viewed as a partner, an extension of their team. We seek to understand, work unbelievably hard to learn what is needed, and then are relentless in our pursuit of providing real help.  

Our business is growing at an incredible rate. Continuous investment in our products, services, and technical infrastructure has us well-positioned to achieve real results for our clients. This is highlighted by adding a content marketing-focused SaaS solution to our product offerings. To maximize this growth, we need to add to our  Customer Support Team in Horsham, PA .

This position will be responsible for handling customer service and technical support inquiries from internal and client users of Templeton. They will also be responsible for conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team to test new feature releases, bug fixes, and enhancements for all Templeton updates to ensure changes are implemented properly.

ESSENTIAL JOB DUTIES:

CUSTOMER SERVICE and SOFTWARE SUPPORT:

  • Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat).
  • Resolve all issues within defined service level agreements.
  • Quickly triage and escalate critical support issues to the development team.
  • Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs.
  • Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.
  • Identify trends in client issues and recommended software enhancements.

USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION:

  • Conduct regular Customer Onboarding training Sessions
  • Conduct new feature release and software update training
  • Create and maintain FAQs database
  • Create and maintain in-app guides, walkthroughs, and messaging

QUALITY ASSURANCE TESTING:

  • Work with development team to test new feature releases, bug fixes, and enhancements for all product updates to ensure changes are implemented properly.

Life Science Connect facilitates mutually beneficial connections between our audiences and strategic partners that accelerate the advancement of life-improving, life-extending, and life-saving therapies and devices. We hire world-class employees with high character, drive, discipline, and a track record of success. In turn, we provide our employees with career growth potential, excellent pay, and a competitive benefits package. Our culture is focused on helping each member of the team become the best version of themselves and promotes a friendly atmosphere and work-life balance.

 
Position Requirements

REQUIRED SKILLS and EXPERIENCE:

  • 3 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support.
  • Experience with Ticketing Systems ie. Zendesk, Freshdesk, Helpscout and Bug Tracking systems.
  • Technically adept with application administration and configuration.
  • Experience providing end-user training and writing software documentations such as FAQs, feature announcements etc.
  • Experience collaborating with software developers to resolve customer issues.

PREFERRED SKILLS / EXPERIENCE:

  • Bachelor’s degree or degree/certifications from a computer technical school
  • 5 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support.
  • Min 2 years testing experience
 
Tags  

This position is currently not accepting applications.

To search for an open position, please go to http://VertMarketsInc.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Senior Systems Engineer in Cranberry Twp, PA
Posted on: 3/17/2024
[Apply Now]


Other Jobs Within 60 Miles
Business Development Manager in Horsham, PA
Posted on: 3/12/2024
[Apply Now]



 


 
Click here for technical assistance.