Job Description: As a Customer Technical Services Analyst, you will support our client Success team by enabling scalable resources, supporting internal and cross-functional projects, optimizing internal processes, and supporting the administration and maintenance of the team's tools and systems. Responsibilities:
- Provide first tier technical support directly to customers, and handle inquiries through CRM, emails, and phone to provide customers information about our products and services.
- Assist customers in solving and escalating operational issues of technical nature, based on their integrations to our Identity Services products by offering precise, detailed answers and suggest relevant troubleshooting guidance.
- Write comprehensive and thorough reports to the various Engineering, Product, Client Success teams owning the products and services.
- Assess issue criticality to perform effective prioritization.
- Contribute to the development of new services as well as process improvement efforts and initiatives associated with optimization of resources and customer support delivery.
- Serve as a subject matter expert capable of formulating solutions to customer issues through simulation and cross work stream collaboration across Identity Services products and services.
- Provide guidance and mentorship to less experienced team members.
Experience and Skills:
- Bachelor's degree in business, communications or related field, or equivalent experience.
- 3+ year(s) experience of customer support or customer success (ideally in a technical product support capacity), with experience providing guidance and mentorship to fellow team members.
- Outstanding written and verbal communications.
- Passion about excellent customer service.
- Curiosity in technical product capability and tech-sav.
- Exceptional attention to detail with strong organizational and prioritization skills.
- Ability to collaborative across multiple teams.
- Strong creative and analytical thinking.
- Fluency with the Microsoft Office Suite - experience with Salesforce Service Cloud, SFDC, and Tableau a plus.
The hourly range for roles of this nature are $30.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry. cyberThink is an Equal Opportunity Employer.