Position Summary: RoboHead (www.robohead.net) is a project management solution that allows creative and marketing organizations to better plan, manage and collaborate on their work.
Are you a web software support rock star and want to have a larger role in an established software organization? Are you equally comfortable working with people as well as technology? Then we have a great opportunity for you! Our growing business is looking to add a Central or East Coast-based support specialist that will work remotely, supporting our cloud-based software tools for our business customers.
This role is instrumental in helping us continue to provide the most outstanding client experience in the industry. We have a very dynamic and supportive team, and are looking to add another smart and engaging professional to be a key part of it. While this position is directly managed, you will have a lot of autonomy to take ownership and make decisions related to the support experience, workflow, as well as provide input on future product development.
To be successful, you must be able to multi-task, work directly with clients, think creatively to find solutions to difficult problems, and be highly focused on customer needs. In addition to your outstanding service skills, your analytical and technical knowledge will also be utilized.
Experience with basic web site debugging tools such as Firebug or IE Script Debugger is very helpful. Knowing what you are looking at when reviewing the source code of a page is super useful, as is any experience in reviewing a web application log.
Other areas you will be involved with include new account setup, as well as assisting with new product testing, product recommendations, and rollout.
Our Company and Products:
The On Demand group was formed as a new business venture in mid-2004 and is a “business within a business” within Aquent. We provide web-based solutions to creative and marketing professionals. We currently have four products that we offer: RoboHead, MajorTom, ReviewPad, and PRS.
MajorTom (www.majortom.net) is a solution that enables storage, organization, and distribution of digital assets.
ReviewPad (www.reviewpad.net) allows for online review and approval of creative work.
PRS (Project Request System) is a fully customizable project initiation system.
Provide support via email, phone, or web meeting for all products.
Use your technical skills to analyze issues and determine if they need to be escalated to the development team; if so, provide a full description of your testing and debugging results.
Respond quickly, professionally and thoroughly to all client and internal support queries with a friendly demeanor.
Ownership of individual support tickets from inception until resolution; while providing clients regular feedback and updates for any outstanding issues.
Learn and fully understand all functionality of the products.
Schedule implementation calls with new clients to discuss the product configuration and next steps.
Configure software tools based on client requirements.
Update implementation documentation as needed for new products, features or process adjustments.
Assist the technical team with internal product testing for new releases or products as needed.
Experience and Requirements:
Patient demeanor and a friendly, positive attitude is a must!
The ability to communicate appropriately with clients of all technical abilities across many types of organizations.
Experience in solving technical software issues independently.
2+ years experience in a support or service position.
Although this position will be directly managed, and the position is part of a larger team, successful candidates must be self-motivated.
Excellent verbal and written skills are required.
Attention to detail and excellent organizational skills are required.
General knowledge of operating systems, browsers and hardware is required.
Flexibility to support clients across multiple time zones worldwide, with occasional off-hours assistance.