Job Description
Position Overview
As a Named Support Representative, you will work closely with our customers, build relationships with them, and help them achieve their technical goals and overcome technical challenges. You will partner closely with our Customer Success and Technical Support teams and work internally with Engineering and other teams as needed to ensure your customers' technical needs are fully taken care of. The role requires customer-facing skills, technical knowledge, and the ability to manage projects as needed.
You will work with 3-5 large enterprise-level accounts.
General experience level: 3-5 years technical support experience
Job Responsibilities
Work with customer accounts assigned to you. This will include hosting pre-scheduled and ad-hoc calls to review tickets and discuss projects pertaining to their Agiloft system. Work as a conduit between the customer and internal Agiloft teams. These teams include CSM (Customer Success Manager), Support Leadership, Engineering Leadership, Implementation, and other internal teams as needed to escalate and aid in investigations as needed, to provide timely resolutions Manage customer communications for assigned accounts via tickets and email as needed. Collaborate with Agiloft engineering and leadership teams as needed to resolve escalations for cases from your assigned accounts Proactively take ownership of high-priority and escalated cases from assigned accounts and help with lower-priority tickets assigned to other support agents. Maintain knowledge of your accounts and their internal teams, key contacts, and main workflows to help us understand how we can provide a better support experience and resolve their tickets more efficiently. Conduct weekly meetings with accounts to discuss projects, tickets, news as applicable. Frequency can be adjusted to suit client's needs. Participate in Quarterly Business Reviews as a key technical contributor. During these QBRs you will review open cases from each account, collect feedback, and review all case stats of each account with main contacts. In addition to named account tickets, work additional tickets as available with a focus on helping support maintain SLAs and ticket expectations Additional tasks may include other duties outside of your assigned customers but related to customer experience including continual improvement projects, support maintenance tasks, participating in internal meetings as applicable, and participation in Agiloft Community. Other duties as assignedRequired Qualifications
Knowledge of internal Agiloft implementations and integrations such as Docusign, Active directory, LDAP, SSO, APIs Proficiency with the Agiloft product upgrade process 1-2 years TSR1 experience Excellent written and verbal communication skills Ability to de-escalate tense customer situations Understanding of Agiloft’s internal teams and ability to build relationships to them Preferred Qualifications
Industry standard certifications (ITIL, CompTIA A+, AWS, Agiloft certifications) Project Management experience 1-2 years TS2 experience One or more areas of subject matter expertise for which you can offer assistance to the larger support team in
