This role is critical to the ongoing success of our customers. The Customer Advocate (CA) will be serve as a primary contact for multiple customers at a given time and manage customer escalations. The CA will work in parallel with the Product Support Team. They will work closely with customers to obtain deeper understanding of business-critical issues and interface with relevant functional groups internally to move issues towards resolution.

In this role, the ACA will work to familiarise themselves with not only our suite of products, but our customer use-cases in order to more effectively articulate customer impact to help drive escalations to resolution. The CA will be responsible for resolving operational and user issues for SmashFly customers. As part of this role, the CA will work to build strong relationships with existing customers as well as internal cross functional resources. A key part of the role will be the ability to instil confidence in our customers while working on the backend to manage and resolve their issues.

The right candidate will have strong software support experience and passion in a customer facing environment and thrives in troubleshooting and interfacing with multiple teams to resolve operational and technical escalations. The right candidate will have exceptional communication skills, both written and verbal, strong attention to detail and the ability to effectively own issues and see them through from escalation to resolution.

The job you’ll be doing at SmashFly

• Act as customer liaison, responsible for owning multiple post-implementation customer escalations at any given time

• Work directly with customers to manage issue escalations logged with the Product Support team

• Work directly with Product Support team

• Ensure customer satisfaction through end-to-end management of escalation backlog by maintaining status checks, regular review of tickets with reference to escalation timeframe and timely closure

• Work with customers to schedule regular cadence calls in order to provide in-depth summaries of all open support/engineering tickets

• Regularly review customer backlog to develop in depth understand of issues, and work to identify trends

• Coordinate with Product and Engineering resources to prioritize customer issues appropriately

• Gather specific problem information and document problems from the symptoms provided

• Work with relevant Product Support or Technical Support resources to produce customer facing root cause analysis

• Ensure follow-up with the customer until issue is resolved

• Demonstrate customer relations skills and maintain a positive company image during all interactions with the customers

• Stay up to date on product features, configuration and usability

The skills you should have

- The ideal candidate is a decisive, action-oriented individual who takes ownership of open issues and who has the ability to interface successfully with the Engineering team, Management and Customer Executives.

- Experience with SaaS (Software as a Service) platforms in a business to business environment is a plus; recruitment (ATS or marketing) software/industry is a plus.

- Previous 1-3 years of experience in a customer facing environment is a requirement.

- Ability to troubleshoot problems, research and find answers to customer questions.

- Must be a team player who also works well independently.

- Must have ability to assess and provide proactive advice or solutions.

- The right candidate will thrive in a fast-passed growing company environment.

- Must thrive to find solutions and overcome challenges.

- Must have superb communication skills.

- Experience working with ticketing systems such as FreshDesk or ZenDesk would be advantageous.

- Experience working with a large AD environment

- HTML, CSS skills a plus

- Understanding of Agile software development model a plus

- Proficiency in standard operating systems such as Windows and Mac OS

- Proficiency in MS suite (Word, Excel, Outlook, OneDrive etc)

Our track record so far…

- We’re the top ranked company in Boston by Glassdoor

- We offer great benefits including an Flexible working, Bonus, Work from Home, Breakfast, Lunch, Happy Hours !!

- Excellent Pension, Private Healthcare, Critical illness cover and much more

Oh, and our application process is easy, pretty transparent and painless.

We need talent like you to join us. Ready to apply? Get Started today.

Smashfly Technologies Ltd is an equal opportunities employer