Customer Engagement Associate

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