Customer Success Associate I

COMPANY BACKGROUND

Canopy, previously known as Banyan Hills Technologies, was established in 2013 to simplify the remote monitoring and management of unattended devices. Today, we offer a leading Remote Monitoring and Management (RMM) software platform that simplifies device management and minimizes downtime for technical support teams.

For our employees, Canopy aims to provide a nurturing environment where individual aspirations align with the company's growth. Our journey has been entrepreneurial in nature, including times where we chose the road less traveled to maximize the long-term value for Canopy’s employees and customers. We’re not afraid to admit that our experience has included heart-breaking failures, inspiring successes, and plenty of luck: all of which we’ve learned from and has been core to the development of our product.

Today, Canopy helps customers support over 1 million devices across six continents and has been recognized by Inc. 5000, Backed by ATL, Venture Atlanta, and IoT Innovations. Despite all our achievements, we know it’s not about where we’ve been, but where we’re going. We recently closed a growth capital raise that will allow us to accelerate the next phase of the company’s growth. To that end, we’re expanding the team and talent that will help Canopy reach its full potential. 

Our future is incredibly exciting, and we are looking to build a world-class team of individuals who share a deep desire to go do something big, who possess an entrepreneurial level of endurance, who have a positive attitude, and who aspire to fulfill a greater purpose in both their personal and professional lives.

JOB SUMMARY

This job is intended for a Customer Success Associate with client-facing support experience. This role will require managing support tickets from customers who are encountering technical issues with the Canopy platform. You will assist customers in troubleshooting problems, diagnosing issues related to software installation and application, and providing tailored solutions using Canopy's advanced remote monitoring and management features.

As a Customer Success Associate at Canopy, you will play a crucial role in shaping and implementing solutions using our advanced remote device management platform. Your main responsibilities will include assisting customers in leveraging Canopy to streamline maintenance, automate device updates, and manage their IoT device ecosystems efficiently. You will work closely with customers to understand their specific needs, provide training and support, and ensure they can fully utilize Canopy’s capabilities to maintain optimal device performance. Canopy values innovative thinking and encourages team members to experiment with new methodologies to solve complex challenges.

RESPONSIBILITIES AND DUTIES:

·        Job Expectations:

o  Strong ability to learn and adapt to modern technologies and challenges.

o  Able to work with a wide range of management, leadership styles, teams, challenges, while maintaining a positive attitude.

o  Works well in an environment where change is ongoing, priorities are shifting, and assignments may not always reach completion.

o  Identifies more/less critical assignments and adjusts priorities as appropriate.

o  Plans and organizes daily work in an effective manner to achieve goals and deadlines.

o  Performs and completes appropriate quantity of tasks consistently, thoroughly, accurately, and in a timely manner.

QUALIFICATIONS:

·        Education:

o  Associate's or Bachelor’s Degree in Information Technology, Computer Sciences, or an equivalent combination of education and experience.

o  Relevant certifications in customer support or technical fields can be an advantage.

·        Able to Demonstrate the Following:

o  Proven work experience as a Technical Support Associate, Desktop Support Technician, or IT Help Desk Technician in a customer facing role

o  Business communication skills (verbal, written, and interpersonal)

o  Critical thinking, analysis, and problem-solving skills

·        Technical Skills (Not all required, but the more the better):

o  Basic understanding of software applications and the ability to learn new technologies quickly.

o  Experience with troubleshooting software issues and providing technical support.

o  Familiarity with remote monitoring and management tools is a plus.

o  Understanding of APIs and how to integrate different software systems using API calls.

o  Ability to work with RESTful APIs to connect Canopy with other tools and platforms.

o  Knowledge of basic networking concepts such as IP addressing, DNS, DHCP, and VPNs.

o  Ability to troubleshoot network connectivity issues affecting device performance.

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UNDERSTANDING THE CANOPY WORK ENVIRONMENT:

·        At Canopy we are obsessed with the impact that exceptionally designed technology can have when implemented correctly. We are not intimidated by what most consider to be too complex, in fact we crave the opportunity to participate in the most challenging of problems.

·        Our team is composed of individuals that understand that strong relationships with each other, our families, and our customers serve as the foundation for sustained success. Integrity shapes all our decision making, establishing the strongest level of trust between each other and all those that we interact with.

·        We love everything about business, and focus on hiring talent that possesses the desire, endurance, and capability to thrive through the ups and downs of being entrepreneurial. We appreciate that technology is only truly exceptional when it demonstrates the ability to effectively enable the business.

·        Every employee at Canopy possesses an unquenchable thirst for continued learning, resulting in a humble but unparalleled drive to become stronger and smarter. Our ability to consistently deliver measurable results is seen as extraordinary by our customers, and to us simply an expected outcome to a commitment that we've made. Our undistracted purpose is to leverage Canopy’s strengths to help our customers prosper in the increasingly evolving world of technology.

·        We place importance on taking the necessary time to pause and celebrate our journey together, maintaining a young spirit that values fun in the workplace and thoughtful recognition of our accomplishments.

·        We are disciplined financially and invest the results of our successes back into Canopy and in the communities in which we operate. We're focused on continuously strengthening our infrastructure and in parallel giving life to new products and affiliated businesses that are aimed at creating new value for our partners and customers.

Canopy is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.