Customer Support & Success Representative
Job Description
Customer Support & Success Representative
We are seeking an experienced, highly motivated software engineer to provide support, training and help our customers increase the usage of the CMMS. As a customer support & success representative, you will assist the customer to meet their business goals by usage of the CMMS.
Responsibilities:
1. CMMS Support & Training:
– Understand and develop detailed software integration or software customization scope document as per client’s requirements.
– Onboard new customers and help them get started with the CMMS.
– Train the customer on CMMS.
– Setup the CMMS application on premise including the complete server setup which includes:
* Installation of the database server
*Create database and configure the scripts.
*Installation of the web server and related components for .NET which includes the .NET packages and runtime environment.
*Setting up the web application in IIS with the required permissions.
– Record customer complaints to support register.
– Trouble shoot, diagnose and fix bugs in the application.
– Carry out source code documentation.
– Carry out documentation for user guides in form of documents and videos.
– Make deployments to Microsoft azure environment.
– Knowledge regarding the networks to understand how to setup the server online.
– Communicate with customer via email, phone calls and video conferencing to understand the pain areas and suggest solutions.
– Analyze client’s existing workflows and map their processes with the existing features of the CMMS.
– Perform user acceptance testing along with the clients.
2. Customer relations and customer success:
– Analyze the usage pattern of the customer and help the customer to use unused modules.
– Be an enabler for the clients and help them in maximizing the software utilization.
– Develop strategic relationships with customers to understand their software needs, answer their questions, address their concerns, and generate opportunities to upsell.
– Conduct customer check-ins and proactively address customers’ needs.
– Work closely with the sales team on upsells and cross-sells.
– Monitor customer’s engagement with our software, overall satisfaction, and identify customer churn risks.
