Easter Seals Jobs

Reference #: 3648732-470729

Must have the following to apply:

• Four (4+) years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or an equivalent combination of education and experience
• Familiar with computer hardware/software OS and technologies
• Previous experience in customer support or technical support
• Aptitude or experience supporting high technology software, hardware, IT products, and document management to small and medium-sized firms
• Ability to work on projects with general direction and minimal guidance
• Experience managing several independent tasks simultaneously
• Ability to challenge/question highly technical people to get them to consider alternatives
• Ability to work on projects with varying and changing variables
• Ability to take the lead and contribute to a high-performance team
• Ability to think from diverse perspectives and drive solutions for our clients
• Detail-orientation

Preferred:

• Proven success building long-term relationships with customer contacts; growing business revenue within assigned verticals a plus
• Understanding of, and some experience with, No-Code Tools, Process Mapping, Workflow Development, Web Technologies, and RESTful APIs
• Experience supporting web applications

Skills:

• Organizational, problem-solving, and analytical skills
• Thinking skills, and business acumen with an ability to effectively communicate with all levels of management
• Verbal, written, and interpersonal communication

Required Screenings:

Employer will discuss.

Job Description:

As a member of the Docubee Customer Success team, work with a changing, highly motivated, and entrepreneurial team. Work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases. This role will focus on the company's SaaS product - Docubee. Docubee is a SaaS platform designed to increase operations efficiency and boost productivity by solving common problems that require the creation, routing, review and approval of documents and forms.

Successfully onboard new customers, assist in setting up their accounts, troubleshoot issues, and ensure they quickly get the most out of the Docubee platform

Assist customers and professional services team building and maintaining workflows for new and existing customers

Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and submitting feature requests

Operate as a trusted advisor to customers; develop, maintain, and create business relationships

Be an advanced power user of the Docubee platform with the ability to teach others, and develop new ways to use the platform and increase its adoption

Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow

Provide timely second-level customer support via live chat, online meetings, and email

Respond to technical and non-technical customer inquiries, such as product information, maintenance, and billing questions

Contribute to the development of customer support, customer onboarding, training, and other processes

Collaborate with the support department managers to help make recommendations and assist in developing their support procedures regarding product items

Track customer communications and information in CRM

Monitor customer Docubee usage and look for opportunities to increase their number of use cases, workflows, and transactions