Enterprise Support (Night shift)

About the position As an Enterprise Support Representative, your primary responsibility will be to effectively manage inbound customer questions, problem solve configuration issues, provide technical solutions, and ensure Customer Delight for Enterprise Clients. You will leverage your technical expertise, project management skills, and strong communication abilities to deliver exceptional service and maintain successful client relationships. Responsible for exemplifying excellent customer service and the Company core values, culture, policy and procedures at all times.

Responsibilities

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product
• Cultivate new business relationships, maintain existing business relationships with customers and partners
• Understand client needs and implement effective plans to meet them
• Take ownership on becoming a subject matter expert on all aspects of LoanPro software including how it is used by our customers
• Primary responsibilities will be to effectively manage inbound client support requests and communications for Enterprise client tasks through Slack, scheduled meetings, and emails.
• Will be the main point of contact for Enterprise clients and will be responsible to utilize and involve Mid-Market Support Representative for all tasks to meet client expectations.
• Responsible for providing constructive feedback and training to Mid-Market Support Representatives and training them on necessary system operations and client processes.
• Responsible for overseeing the work of the Mid-Market Support Representative, as it pertains to your assigned Enterprise clients, prior to sending it to the client.
• Provide competent and comprehensive solutions both in written and verbal formats within a customer’s given targeted response time window.
• Train clients and other team members on system operation and client processes
• Practice effective communication (verbal and written) with clients and team members
• Proactively support clients and effectively manage client expectations
• Be a subject matter expert on our business products, processes, and operations, and remain up-to-date on industry news
• Keep management informed of work progress and changes in client needs or processes
• Coordinate with Customer Success Managers to recognize client growth opportunities
• Coordinate with Implementation Engineers to reconstruct or provide additional configurations and integrations to the LoanPro software
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy.
• Account Management: follow-up with customers and ensure their account is doing well. Ability to build relationships across a range of styles and cultures to form networks within and outside the company. Maintain client expectations and deliver exceptional customer service and support.
• Software Configuration: Problem solve configuration issues and ensure it aligns with the client's specific requirements and meets their unique business needs. Make choices that benefit the company and our clients under stressful circumstances.
• Documentation: Maintain an updated Client Handbook which serves as a reference for the client and internal teams on product configurations.
• Issue Resolution: Successfully provide clients with solutions. Ability to collaborate and consult with colleagues to identify issues, determine potential solutions, and analyze the impact on the broader organization.
• Customer Success Managers: Coordinate with customer success managers to recognize client growth opportunities and upsell new technology services to create increased customer efficiencies.Collaborate with customer success managers to create quarterly business reviews and communicate these results with the client.
• Implementation Engineers: Coordinate with implementation engineers to provide additional configuration solutions or enhance current configurations to meet client needs.
• LoanPro Knowledge: Act as a mentor to other Support Team members to help them learn the skills required to be successful.

Requirements

• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business, etc.) or equivalent practical experience.
• Strong technical acumen with a good understanding of software applications and SaaS solutions.
• Excellent communication and interpersonal skills to interact effectively with clients andor internal teams.
• Analytical mindset and problem-solving abilities to resolve client requests.
• Account management skills to manage multiple client tasks simultaneously.

Nice-to-haves

• Knowledge of LoanPro is a plus.
• Clojure knowledge and experience is a plus.
• Previous experience in Account Management or Technical Customer Support is desirable.

Benefits

• 80% Medical/Dental
• PTO and Holiday Schedule
• HSA and 401K Match

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