Customer Technical Consultant - Ireland - Workvivo
Lead IT calls with our Customers’ technical teams to set-up and configure Single Sign On & User Provisioning
Be the technical point of contact for our Customers
Effectively resolve customer queries in a professional and timely manner
Identify trends in customer issues and communicate with the wider team
Empathize with every aspect of the Customer journey, putting customers’ needs first
Troubleshoot issues, reproducing defects and documenting bugs for our engineering teams
Effectively communicate with customers and colleagues and resolve issues through email, chat or Zoom
Triage incoming requests to the relevant teams
Provide support & guidance to Customers on Workvivo features and capabilities so that they can realize high value
Challenge the status quo and share innovative ideas to increase customer satisfaction and adoption
Proactively help others where needed
Build relationships with our customers and team members
The ideal candidate will have:
Experience in a similar role or customer-facing role
Appetite for a fast-paced environment
Drive, ambition and a great positive attitude
Technical aptitude or familiarity with software concepts, web based technologies and or mobile apps
Has an understanding of SQL and experience in writing SQL queries.
Excellent customer service skills with a genuine passion for outstanding customer experiences
Excellent communication skills over email and Zoom
Passion for problem-solving - you will troubleshoot issues to remove any barriers for our customers
Ability to clearly communicate technical problems to non-technical people
Ability to produce well-structured and clear customer facing documentation and reports
Ability to adapt as priorities and customer needs change
Be team-player who can also work independently.
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