Description:
Our Associate Consultants:
- Receive customer emails such as “the reason we buy your products is because of the superior support we receive – I can really tell you care about my success and have my back”.
- Have been shipped a jar of salsa from a food manufacturer that was so delighted with how we helped them with our product.
- Enjoy working in a casual team environment with daytime, normal work hours. (no mandatory on-call rotation or 24/7 support)
- Love technology and learning something new every day, in a quickly evolving industry.
- Wow us (and our customers) with their problem-solving strength, verbal and written communications skills, drive, motivation, and desire to learn.
- Take pride and are excited to hear the stories of how our software makes every-day products that we all use. Imagine going into a store and picking up a product and knowing “I helped our customer make that, using our software”.
As an Associate Consultant, you will, as training progresses
- Participate after training and qualification success, in our standard rotation of team members for phone and email support coverage during normal business hours with coaching and mentoring from more experienced team members
- Work with our clients before and after they purchase our software to help them. This help includes but is not limited to helping customers by phone, email, chat, and shared desktop meeting services:
- After purchase help answer questions regarding how to configure and use the products at a basic level with products trained on.
- Work with other team members to help customers resolve product issues
- Issue product unlock/registration codes after verifying the user has the appropriate license rights or provide temporary codes per company standards as required for potential sales opportunities.
- Assist in configuration and troubleshooting in areas where trained.
- Document all customer interactions in our business support systems according to Company Standards as trained.
- Read, review, understand, and offer input to improve existing application notes, white papers, and related documentation that aid customers in maximizing their success when using our products and help maximize your efficiency and our team's efficiency. When fully skilled in this position, able to edit and create basic content consistent with the level of training received and proven performance.
- Provide information and input for updating product websites on a regular basis to insure quality information is available to our customers
- Provide input in support of improving our internal processes and systems
- Where appropriate you may shadow other team members in new product evaluation, testing, and requirements definition, to build experience and product understanding that can lead to roles with increased responsibility
- Seek to project a positive company image consistent with our vision, mission, and customer experience standards in all customer interactions whether direct or indirect
Future Growth Opportunities
Continue your learning through our varied training methods designed to provide you the opportunity to demonstrate your initiative and drive to earn greater responsibility and eventually promotion to other roles such as
- Technical Application Consultant, which can lead to Sr. Technical Application Consultant
- Product management
- Inside Technical Sales
- IT/Infrastructure Support & Internal Systems Development