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Location:
1 Tara Blvd., Suite 100 Nashua, NH
Description:
Customer Success is at the heart of Akken's mission. You must have excellent customer service skills and an enthusiasm for helping customers accomplish their goals to be considered for this position. You must have burning desire at the core to help customers succeed. The Customer Success Advocate's primary role is to provide first and second level customer support and training to all users of Akken Staffing, the All-in-One business software suite for the staffing and recruiting industry. You will serve as an internal advocate for the customer and are responsible for overall customer satisfaction and renewal.
Responsibilities:
- Act as first point of contact for all customer inquiries
- Respond promptly and thoroughly to support requests via phone and email
- Provide online trainings and educate customers on help resources available to enhance their experience with Akken Staffing
- Independently resolve user and technical support issues as well as document and escalate cases when necessary
- Collaborate with product management - documenting customer feedback, process-improvement suggestions and maintain FAQ used by customers and Akken Customer Success staff.
Required Skills:
- BA/BS or equivalent experience required
- Must have experience in a customer service role supporting business software
- Excellent customer service skills with an outward passion to help customers succeed
- Excellent verbal and written communication skills
- Strong organization and time management skills
- Knowledge of front and back office business software, CRM, ERP, Payroll
- Knowledge of staffing and recruiting software a plus
- Ability to multi-task and perform in a fast-paced environment
- Experience training users via web conferencing technologies
- Comfortable interacting with all levels of management and roles within the client organization
Benefits:
- Highly competitive base salary and incentive plan
- Opportunity for advancement based on performance
- Opportunity to work in the fastest growing segment of business software
- Work with super bright, fun people where your ideas are valued
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