Client Support Representative
Herrmann’s Client Support team plays an integral role in our success enabling our clients to purchase, manage and use our cognitive assessment tools and SaaS platform to improve communication, collaboration, and leadership. In this role, you will proactively serve as the first point of contact with Herrmann’s existing and new clients. As a Herrmann Support team member, you will collaborate with every department in our organization to create the best possible experience for our clients.
DUTIES & ESSENTIAL JOB FUNCTIONS
- Every day, be an ambassador for our company to our clients and users, providing world-class customer service and helping them use our software platform and learning content to improve the productivity and happiness of their teams
- Provide timely response to inquiries from our clients, via email, tickets, and the support phone line, managing the inquiry through to resolution or routing it to the appropriate internal team member
- Process client’s orders, configure and manage invitations to our platform; respond to client questions about our products, and proactively follow up with clients regarding any incomplete or outstanding orders
- Provide “full service” support for generating reports, data and deliverables from our platform on behalf of clients, and help self-service clients make use of the platform
- Partner with the Client Success Managers in the management of client accounts
- Partner with Technical Support and our Product & Engineering team to quickly address system issues and/or enhancements, creating and assigning escalation cases and tracking them follow-up & problem resolution
- Track client billing and account activity, and work with our Finance, Sales, and Client Success teams to ensure a smooth transactional experience for clients
- Respond to new client inquiries that come into our Support queue, input them into our CRM, and route the opportunities to our Marketing and Sales team members
- Contribute to measuring our clients’ satisfaction, as well as the leading indicators that drive it
- Manage your time effectively, meet personal goals and work effectively with other members of the team
QUALIFICATIONS
- Prior experience working in a comparable Customer Support role
- Fluent English with excellent oral and written skills with proven ability to communicate, present and influence individuals at all levels of the organization
- Self-starter/self-motivated team player with a positive attitude
- Ability to focus and maintain attention to detail while managing several client’s needs at any given time
- Ability to work under pressure and meet scheduled deadlines
- Proficiency in Microsoft Office/Google Docs Suite
PREFERRED ADDITIONAL EXPERIENCE
- Comfort working in a remote environment with stakeholders across different time zones
- Fluency in non-English language(s), especially Spanish, French, Italian, Danish, Portuguese or Arabic
- Experience and knowledge of a SaaS business model
We are a 100% remote-working company, and this role can be performed from any location of your choosing, so long as you have a high bandwidth internet connection and a relatively quiet workspace to work. We are looking for someone who can work the standard business hours to ensure interactions and partnership with our clients & team members in the US.
Herrmann is an equal opportunity employer and we value diversity at our company. We evaluate you without regard to thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.