Intern Software Support Consultant

Do you like to help people and problem solve?

 We are looking for an all-star Customer Support Consultant. Our Support Team acts as resident product experts to help our customers successfully use the www.acterys.com platform. We are striving to build one of the most impressive customer service reputations in the industry and we are looking for you to not only contribute but also to enhance our level of service and commitment to our customers, all from the comfort of your home office.

If you have excellent people skills, the desire to dive deep into a new product, and the ability to learn it inside and out, please apply!

Responsibilities

Handle incoming support requests from customers and prospects through various channels, such as live chat, email and phone

Educate/train/consult and on-board a wide range of professional service firms on how to fully and proficiently use various features of Acterys in the most effective way to fit their specific industry

Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features

Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties

Contribute to team KPIs by improving average response and resolution times, as well as customer satisfaction ratings

Work with the product team to discuss/document product enhancement requests coming from customers

Desired Skills and Experience


Ability to reproduce and troubleshoot software and data issues reported by customers

Use core knowledge and on-the-job training to respond to customer requests and queries

A strong passion for teaching technology to others to set clients up to be self-sufficient

Ability to quickly learn how to use tools

Excellent verbal and written communication skills

Ability to be resourceful with impressive critical thinking skills

Ability to be pro-active and work independently. Self motivated to strive!

Understanding of MS Excel, MS SQL Server, SSAS, SSIS, MS PowerBI

Demonstrated ability to deal with change and be a team player


Acterys is a global SaaS and consulting company. Our software is used by thousands of Enterprise clients. If you are passionate about consultative selling, and want to work in a small team environment that will challenge you to do your best, then check us out!