What you will do:
Issue Resolution: Be accountable for the troubleshooting, communication and tracking of all issues within our CRM tool (Salesforce).
Delight Customers: Manage customer and internal resources and expectations to drive toward issue resolution. Clearly communicate the status of the issue, and properly escalate the issue when appropriate.
Brand Ambassador: Serve as an ambassador of the Infrascale brand in all customer interactions, maintaining the highest level of professionalism and delivering world class service our clients have come to expect.
Get S&%$ Done (GSD): Be action oriented, capable of independently solving technical problems and able to communicate clearly and effectively to both technical and business audiences.
Facilitate client meetings; Articulate problem descriptions and address client questions head-on. Schedule collaborative meetings (via GoToMeeting or LogMeIn) early and often in the resolution process.
Continuous Improvement: View all customer issues as an opportunity to improve the product or process. Work as an escalation point for the customer and recommend product modifications for either a product issue, UX modification or an enhancement.
Liaise with Ease: Participate in cross-functional teams, acting as an advocate for the client, to ensure customer needs are met through a more powerful Infrascale product. Interact with sales, engineering, and product development, as well as other members of Technical Support, to ensure continuity between the departments.