Company Summary
ServicePower is a leading field service management software company focused on providing an exceptional customer experience, while delivering significant operational efficiencies. Trusted by organizations around the world such as GE Appliances, LG, Hisense and AIG, ServicePower offers the only SaaS platform that helps companies efficiently manage both employed and contracted workforces. Our mission is to enable delightful, transparent, and timely field service experiences.
Job Summary
The Servicer Support team delivers technical support to customers across North America for ServicePower Service Management products. Reporting to the Servicer Support Contact Center Supervisor, the Servicer Support Agent plays a key role in resolving client issues submitted through the formal ticketing system, emails, chat, and phone interactions.
In this role, the agent is expected to develop a deep understanding of the ServicePower products utilized by the Servicer network and how they are applied in practice. Responsibilities include providing customers with best practices, identifying and reproducing technical issues, and collaborating with internal teams to troubleshoot and resolve challenges. The Servicer Support Agent is committed to exceeding client expectations and proactively anticipating their future needs. This is a remote position.
Responsibilities
- Respond to client issues, which may require troubleshooting, training, or other assistance.
- Follow established procedures for ticket management which include prioritizing, resolving, and documenting client issues.
- Work closely with internal partners, providing detailed and thorough troubleshooting and escalation information.
- Taking extreme ownership of the customer experience while working to understand and resolve issues reported by our customers.
- Building rapport and managing expectations to ensure alignment on the severity of the issue and setting their expectations appropriately.
- Maintain clear, concise communication with clients and within the organization.
- Work diligently to exceed Support Center metric goals and contracted service levels.
Skills and Qualifications:
- Minimum 1 years of experience in Customer service, client-facing or account management roles.
- Ability to communicate effectively with people at all levels within a customer organization.
- Highly organized, detail oriented, and able to manage several high priority tasks.
- SaaS experience preferred but not required.
- Experience with Jira or other issue reporting and tracking systems is preferred but not required.
- Technical Support and Dispatching experience preferred but not required.
