Customer Service
Reports to: VP, Sales
Job Requirements:
- Act as first line of support for Customer for non-technical support issues. Follow standardized process for triaging Customer calls and coordinate with Sales, Product Management, Operations, Support, Finance and/or Engineering to provide problem determination and resolution for Customer issues as needed.
- Serve as central customer contact during product/data integration process.
- Work with Customers to identify new product requirements/enhancements and provide feedback directly to Product Management.
- Assist Fetch Documentation team in creating Knowledge Base articles to augment customer self-support.
- Understand and anticipate client needs; investigate business challenges, identify underlying causes and anticipate implications of internal/external innovations to best devise both short and long term solutions.
- Identify and provide resolution to an assortment of technical problems.
- Develop and implement resolutions to identified problems, and follows standard practices and procedures.
- Identify and proactively revise procedures and tools to measure and improve customer satisfaction.
Requirements:
- Minimum three years Customer Service experience with software and/or data products.
- Proven ability to articulate data services and enterprise software value propositions to customers.
- Demonstrated business acumen with depth and breadth of knowledge of data product solutions.
- Exudes confidence and leadership in the execution of the job function.
- Excellent written and oral communication skills, and proven ability to collaborate effectively with both technical and non-technical staff.
- Motivated, goal oriented, persistent and a skilled negotiator.
- Guides customers in best practices and problem resolution.
- Excellent communication skills; flexibility and strong attention to detail a must.
- Outstanding relationship-building skills coupled with a high degree of responsiveness and integrity
