ServiceChannel · 3 hours ago
Technical Customer Support
United States
Full-time
Remote
Entry Level
$48K/yr - $88K/yr
1+ years exp
Maximize your interview chancesEnterpriseFacility Management
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Responsibilities
Issue Resolution: Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service.
Customer Relationship Management: Build and maintain strong relationships with Customers to foster loyalty and long-term engagement.
Proactive Support: Anticipate Customer needs and address potential issues before they escalate.
Performance Monitoring: Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services.
Best Practices: Share best practices with Customers and providers on ServiceChannel applications.
System Issue Identification: Identify and report system issues to the Development Team for resolution.
Cost-Saving Reviews: Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord).
Special Project Assistance: Assist with customer-facing initiatives and special projects as they arise.
Emergency Work Order Monitoring: Monitor emergency work orders to ensure timely and effective communication and resolution to the customer
Quarterly Business Reviews: Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement.
Operations Meetings: Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns.
Cross-Functional Collaboration: Work effectively with cross-functional teams to support both internal and external initiatives.
Qualification
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Required
1-3 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail)
Familiarity with facilities management and customer success best practices
Proven track record of managing customer relationships and ensuring high satisfaction
Proficiency in Microsoft Excel and PowerPoint
Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly
Strong ability to build and maintain positive relationships with customers, providers, and team members
Ability to address customer issues promptly with compassion and effective resolution
High level of accuracy and detail orientation
Ability to review and analyze data for cost-saving opportunities and process improvements
Coachable and responsive to feedback; open to updating processes
Ability to work independently from home with a strong record of attendance and punctuality
Exceptional organizational and time management abilities
Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST, with occasional evening or weekend coverage
Comfortable being on camera for remote meetings
High School Diploma or GED
Preferred
A bachelor's degree in business administration, facilities management, customer service, or a related field
Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)
Benefits
Generous medical, dental, and vision insurance
Life insurance
401k with match
Flexible time-off policy
Paid parental leave
Medical, dental, vision, life and LTD insurance
HSA
401(k) retirement plan
Company
ServiceChannel
ServiceChannel is the cloud-based service automation platform for facility maintenance and repair services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$114.5MKey Investors
AccelSJF VenturesJeffrey Finkle
2021-07-12Acquired
2017-05-02Series B· $54M
2015-01-20Series Unknown· $31M
Leadership Team
Lev Kurts
CTO
Andy Brabender
VP - Sales, Enterprise Sales
Recent News
2023-12-20
2023-12-20
2023-12-20
Company data provided by crunchbase
