EnterpriseAlumni
EnterpriseAlumni is a leading alumni engagement platform designed to unlock the value of alumni networks for businesses. The platform helps organizations engage with former employees to drive sales, improve recruitment processes, and enhance brand advocacy. By providing tools for communication, insights, and integration with existing systems, EnterpriseAlumni facilitates seamless connection and community building with alumni, transforming them into valuable resources for business growth.
Extended Workforce • Contingent Labor • HR Integrations • Workday • SuccessFactors
Customer Support Manager
February 26
EnterpriseAlumni
EnterpriseAlumni is a leading alumni engagement platform designed to unlock the value of alumni networks for businesses. The platform helps organizations engage with former employees to drive sales, improve recruitment processes, and enhance brand advocacy. By providing tools for communication, insights, and integration with existing systems, EnterpriseAlumni facilitates seamless connection and community building with alumni, transforming them into valuable resources for business growth.
Extended Workforce • Contingent Labor • HR Integrations • Workday • SuccessFactors
📋 Description
• Establish strong trusted relationships with key customer team members and maintain consistent lines of communication to drive high customer satisfaction. • Take a pro-active role in monitoring and actioning/assigning customer-facing service desk tickets within SLAs; replying to customers and/or escalating to development teams. • Handle all customer contacts, inquiries and complaints regarding product, services, and technical related issues in the first instance. • Collaborate across our global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones. • Provide multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting. • Maintain working knowledge of an ever-evolving software solution as a product expert and pro-actively keep informed with up-to-date information regarding our products, services, systems and strategy. • Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Operations. • Monitor, respond to, and escalate incidents within Stage and Production environments and software stack.
🎯 Requirements
• 2-3 years relevant work experience in customer-facing Technical / Service Desk or Delivery Manager role (preferably SaaS). • Fluency in the English language, verbal and written. • Experience working with third-party SaaS stack applications. • Strong proven organizational, prioritization, and time management skills. • Relevant customer-facing experience in an international B2B environment. • Excellent verbal and written communication skills; you'll be speaking to customers every day via email, phone or video calls. • Ability to collaborate with and coordinate teams; influencing without authority. • Comfort in working with international customers at all levels. • Ability to comprehend and explain technical concepts and solutions, especially to non-technical people. • Passion for providing best-in-class customer service and experience in accordance with EnterpriseAlumni’s processes and guidelines. • Experience in running training and project management experience (agile and/or waterfall) a plus.
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