The Customer Engagement Associate is responsible for supporting our customers through active engagement with our Sales, Customer Engagement and Engineering teams. Primary responsibilities include managing customer support issues, customer implementation tasks and special projects to improve internal processes.
The Customer Engagement Associate is also responsible for going onsite to local customers for basic troubleshooting and hardware replacement. Travel outside Chicagoland area is 10%.
Responsibilities:
Managing customer support via Jira Service Desk and meeting SLA’s
Onsite visits to troubleshoot and replace hardware
Managing hardware shipping orders
Supporting the Customer Engagement Manager in customer communications and process improvement
Creating and managing internal and customer-facing documentation
Reviewing hotel floor plans to provide quoting recommendations
Creating new customer accounts
Required Skills:
Project Management to own the Customer Support Desk and other special projects
Innovation and forward thinking to create and improve processes
Ability to work in fast-paced environment
Microsoft Office Suite (Word, PowerPoint, Excel & Outlook)
Detail-oriented to review and analyze floor plans
Customer-focused mentality
Bachelor’s Degree
Preferred Skills:
Experience with Jira and working with agile workflows
Hospitality industry experience
Experience working in a startup