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Customer Success Consultant
4 months ago
We are seeking a proactive and communicative Customer Success Analyst/Engineer to join our rapidly growing technology and services company based in the Kansas City area. The ideal candidate will be responsible for managing, tracking, and communicating about open issues and action items through our Jira Service Desk portal. This role is crucial in facilitating the smooth operation of our services by ensuring that all stakeholders are aligned and informed, and that issues are resolved efficiently and accurately.
RESPONSIBILITIES
- Issue and Action Item Management: Monitor and manage open issues and action items in the Jira Service Desk portal. Ensure accurate documentation and timely updates to stakeholders.
- Communication and Coordination: Serve as the primary point of contact for internal teams and customers regarding service issues. Coordinate with technical teams and other departments to facilitate issue resolution.
- Tracking and Reporting: Maintain detailed records of issues and resolutions. Prepare regular reports on the status of open and resolved issues to upper management.
- Learning and Problem-Solving: Gradually acquire technical knowledge from peers and through formal training to begin contributing to problem resolution. Participate in peer reviews to ensure solution accuracy and quality.
- Customer Satisfaction: Manage customer expectations effectively and gather feedback to enhance service delivery and customer satisfaction.
QUALIFICATIONS
"REQUIRED"
- 2+ years of experience in customer service, preferably in a technology or IT service management environment.
- Proficiency with Jira Service Desk or similar ITSM tools.
- Excellent communication and coordination skills, capable of working effectively across multiple teams.
- Strong problem-solving skills and attention to detail.
- Ability to learn new technologies and understand technical issues.
- Bachelor’s degree in Business Administration, Information Technology
"PREFERRED"
- Experience in a technical support or help desk role.
- Knowledge of ITIL or similar frameworks.
- Previous experience working in a cloud technology environment.
