Customer Success Manager

Technical Customer Success Manager will provide technical assistance and answers to users questions, assisting users by troubleshooting problems with computer hardware or software.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

• Consults with users to determine steps and procedures taken to identify and resolve the problem.

• Applies knowledge of computer software, hardware, and procedures to solve problems.

• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

• Collaborates with other staff to research and resolve problems.

• Collaborates with programmers to explain errors and/or recommend modifications in programs.

• Arranges service by software or hardware vendors to repair or replace defective products.

• Maintains knowledge of technology innovations and trends.

• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Professional and pleasant telephone manner.

• Ability to explain technical issues to technical and nontechnical employees and customers.

• Strong analytical and problem-solving skills.

• Proficient with Microsoft Office Suite or related software.

• Proficient with or the ability to quickly learn an array of computer hardware and software.

• Experience in Lowcode/No Code environments

• Slack

• GSuite

• Excel

• Asana

Education and Experience:

• Bachelors degree in Computer Science or related field preferred.

• At least three years of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.