Customer Support Lead (local, hybrid)

Join a Growing Technology Team and an Awesome Customer Community!

Do you

• Enjoy simplifying complex concepts?
• Love being hands-on with software, even if you're not programming it?
• Excel at planning your day, tracking your work, and delivering on your promises?

If you are motivated by delighting customers and being a representative of a dedicated team, we want to talk to you!

We are seeking a Customer Support Lead.

As a Customer Support Lead, you will be an integral part of our customer support team, helping our clients achieve their aspirations using LearningBuilder. Your primary focus will be providing exceptional support, handling complex issues, and nurturing client relationships.

Responsibilities:

Client Relationship Management:

• Build and nurture relationships with key decision makers at client organizations.
• Collaborate closely with internal teams to swiftly resolve client issues, ensuring timely and satisfactory resolutions.
• Consistently exceed service level agreements, going above and beyond to guarantee client satisfaction throughout the support process.
• Foster effective communication and teamwork with cross-functional teams, promoting accountability in a distributed management structure.

Technical Support:

• Delight customers by delivering exceptional support through various channels, including phone, email, and video meetings.
• Skillfully diagnose and troubleshoot technical issues, offering effective solutions to customers promptly.
• Configure and test applications, workflows, and reports to customize the system according to client requirements.
• Design and develop reports that provide valuable insights from client data, enabling informed business decisions.
• Develop comprehensive training materials and guide clients to independently navigate and maximize the system's potential.
• Continuously enhance processes and procedures to elevate the overall client support experience, providing valuable insights for product improvement to the product team.

Key Indicators of Success in This Role:

Patience, curiosity, attention to detail and follow-through, passion for delighting the customer, and an awareness of when and how to seek help when needed.

About Heuristic Solutions

Heuristic Solutions is a technology consulting firm founded in 1996 and headquartered in Arlington, VA 22209. We are pioneers as we search for new and innovative ways to solve problems; we act intentionally to deliver predictable success; we achieve excellence as a team. We value diversity and seek people that will show up every single day ready to make a fresh contribution.

LearningBuilder is our state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.

Come join us on this exciting journey!"

Requirements

The ideal senior candidate for the Customer Support Lead position will:

• Exhibit exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and concisely.
• Possess a strong foundation in project management and account management, enabling effective coordination and prioritization of tasks.
• Demonstrate the ability to work collaboratively and seamlessly with diverse staff, colleagues, and clients, fostering a positive and inclusive work environment.
• Showcase expertise in system analysis and troubleshooting, displaying a knack for quickly grasping and adapting to new technologies and software systems.
• Serve as a dedicated point of account escalation, ensuring that client issues are addressed promptly and effectively, and acting as a reliable resource for resolution.
• Excel in delivering technical solutions, providing comprehensive support to clients and guiding them through complex technical processes.
• Be located at our Arlington, VA Headquarters, and have received full vaccination, maintaining a safe and healthy workplace for all.

Join our team and leverage your skills and experience to make a significant impact in the success of our clients and our organization!

And, if you don't quite have the experience at the senior level, please indicate the level you would like to be considered in the application process.

We encourage candidates with a Liberal Arts degree to apply.

At this time our recruiting efforts are limited to the Washington Metropolitan region.

Benefits

Parking, 401k contribution, health insurance benefits, paid time off, office dog.

Compensation: 75-95K plus benefits