Client Service and Success Executive, Commusoft

• Technical expert: You’re proficient using Windows and Mac and like working with the latest software tools including Google Apps for Business, Zendesk, Teamviewer and Loom
• Software support experience: You’ve provided technical or user support in a similar software support/service role within Software or SAAS for 2years+
• Inquisitive: our product is evolving. We are looking for someone who is keen to learn, use and understand all the product’s features so that our customers can get the best from our software
• Excellent communication: With clients and colleagues across the globe, it’s important to have excellent verbal and written skills and show interest and empathy in the people you interact with
• Customer relationship management: You give your best energy and ideas to continuously improve your client and internal relationships
• Exceptional Customer Service: You’re committed to showing up each day as the best version of yourself as well as being the best customer service advocate you can be
• Open: To new ways of working, learning and creating the best possible environment for you, your clients and your team

• You will be based in our growing US office in Chicago - providing on-going support to both UK and US customers
• Including 1-2-1 assistance, logging technical and user queries, creating user documentation and ensuring our clients can use Commusoft to its full potential and ultimately are happy
• End-to-end client engagement: You’ll show a genuine interest in understanding and resolving client technical issues. You’ll take ownership of client problems and be pro-active when dealing with clients - logging user and technical support queries for UK and US customers via phone and email and manage queries, actions and updates using ticketing software ie Zendesk
• Knowledge Base Enrichment: Contribute to our knowledge base by creating informative training and educational materials. These resources will serve to empower clients and provide them with self-help solutions when needed. Include knowledge base articles and record webinars promoting new features and workflows
• Training: providing user training via the phone or video to help the user resolve their issues and use Commusoft to its fullest
• Collaborate: Escalate queries to development and product teams, and manage the resolution this through to resolution. Own the US tickets and collaborate with the UK Client support team to log UK tickets ready for the UK morning,

Though field services companies are vital for the continued operation of just about everything, they have lagged behind other industries in having specialised solutions for managing their operations. Commusoft exists to change that, providing plumbers, electricians, builders, and trades companies of all stripes with a platform that allows businesses to plan and schedule jobs, provide costing and quotes to customers, and handle client communications from a single application.