Customer Success Support Specialist I

Are you ready to join a collaborative, results-focused team that enjoys helping businesses accomplish their goals? In this role, you'll report to the Customer Success Manager, and focus on Accusoft's SaaS product - OnTask. OnTask is a SaaS platform designed to increase operations efficiency and boost productivity by solving common problems that require the creation, routing, review & approval of documents and forms.

A day in life includes you working with a fast-paced, highly motivated and entrepreneurial team. You will work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases.

About the Role:

Core duties and responsibilities include the following. Other duties may be assigned.

• Successfully onboard new customers, help set up their account, troubleshoot issues and ensure they quickly get the most out of the OnTask platform
• Assist customers and professional services team building and maintaining workflows for new and existing customers.
• Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and submitting feature requests
• Operate as a trusted advisor to customers; develop, maintain, and business relationship
• Be an advanced power user of the OnTask platform with the ability to teach others, and develop new meaningful ways to use the platform and increase its adoption
• Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow.
• Provide timely second level customer support via live chat, online meetings, and email
• Respond to technical and non-technical customer inquiries, such as product information, maintenance and billing questions
• Contribute to the development of customer support, customer onboarding, training and other processes.
• Collaborate with the support department managers to help make recommendations and help develop their support procedures regarding product items.
• Track customer communications and information in CRM.

Work Schedule/Environment:

• This can be a work-from-home-based role in any of the following states: Florida, Georgia, North Carolina, New York, Massachusetts, Texas, Tennessee, and Washington.
• We offer a flexible work schedule.
• Employees can also work from our Tampa, FL, Office if they wish.

Job Requirements:

• Two plus years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or equivalent combination of education and experience
• Familiar with computer hardware/software OS and technologies
• Previous experience in customer support or technical support
• Aptitude or experience supporting high technology software, hardware, IT products, document management to small and medium sized firms
• Strong organizational, problem-solving, and analytical skills
• Ability to work on complex projects with general direction and minimal guidance
• Proven success building long-term relationships with customer contacts; growing business revenue within assigned vertical a plus
• Experience managing several independent tasks simultaneously
• Proven critical thinking, and business acumen with ability to effectively communicate with all levels of management
• Ability to challenge/question highly technical people to get them to consider alternatives
• Comfort with ambiguous challenges
• Ability to take initiative and contribute to a high-performance team
• Excellent verbal, written and interpersonal communication
• Ability to think from diverse perspective and drive creative solutions for our clients
• Patient and attentive; low tolerance for mistakes

Preferred:

• Understanding of, and some experience with, No-Code Tools, Process Mapping, Workflow Development, Web Technologies, and RESTful APIs
• Experience supporting web applications

TRAVEL:

5-10% travel may be required.

About Accusoft:

Accusoft is a software development company specializing in content processing, conversion and automation solutions. From out-of-the-box and configurable applications to APIs built for developers, we help organizations solve their most complex content workflow challenges. Our patented solutions enable users to gain insight from content in any format, on any device with greater efficiency, flexibility, and security.

Benefits and Compensation:

This Customer Success Support Specialist I position pays a competitive salary commensurate with experience! We also offer full-time employees a complete range of benefits, including

• Health, vision, dental, disability, life insurance, and health savings accounts (HSA and FSA).
  • Free Medical and Dental plans are available for employee-level coverage.
  • Supplemental Benefits like accident and critical illness insurance.
  • Free Employee Assistance Program (EAP) and Well-Being programs.
• Paid time-off program is front-loaded post 90 days of employment.
  • 4-6 weeks of 100% Paid Parental Leave for expecting parent(s) of newborn or adoption parent(s).
  • Bereavement, Jury-Duty, Voting, and Military Paid Leaves.
• Full Training and Career Development reimbursement.
  • Tuition Reimbursement and E-learning courses are offered through Udemy, Pluralsight, and other sources identified throughout the year.
• Stock option plan and 401K Matching.
• A Social Committee dedicated to coordinating fun virtual activities for the team.
• Experience a work-life balance that enables staff to feel more in control of their working life.

**At Accusoft, the health and safety of our people are our number one priority. We encourage our employees to be fully vaccinated against COVID-19.**

Ready to join our team?

If this job sounds like something you'd be interested in, feel free to apply. The application is short and will only take a few minutes. We are looking to fill this position ASAP and will reach out to schedule a time to talk and answer any questions you might have about the role.

ACCUSOFT CORPORATION is an Equal Opportunity Employer/Drug-Free Workplace. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, genetics, national origin, veteran, or disability status.