Technical Service Manager

4 days ago


Raleigh, North Carolina, United States Guidebook Full time
About Us

Guidebook is a pioneering mobile application builder dedicated to simplifying the process of creating immersive experiences for users. Our mission is to empower organizations to craft tailored apps without requiring extensive technical expertise, making it an ideal solution for events, university campus open houses, venue guides, and corporate training.

Job Description

We're seeking an experienced Senior Customer Support Associate to drive customer success, resolve complex issues, and continually improve our system. As a consummate leader, strategist, and expert in all things customer support, you will play a pivotal role in ensuring our clients receive exceptional service and guidance throughout their journey with us.

Responsibilities and Expectations
  • Attain a deep understanding of our Builder CMS and app submission process within 3 months.
  • Oversight of the support process, including responding to customer inquiries via email, live chat, and phones.
  • Design and delivery of workshops to educate clients on our Builder CMS basics and features relevant to their event needs.
  • Close collaboration with clients to build captivating content for their apps and aid in app submissions to the Apple and Google Play stores.
  • Establishment of strong relationships with the CSA team and cross-functional counterparts.
Requirements
  • Excellent time management and multi-tasking abilities.
  • Proficiency in Zendesk, JIRA, and live chat technology.
  • Courage to innovate and challenge conventional approaches.
  • Strong attention to detail and organizational skills.
  • Ability to work in a fast-paced, team-oriented environment.
  • Proven analytical and problem-solving skills.
Compensation and Benefits

The base salary range for this role is $62,000-72,000 annually, plus additional performance-based incentives and benefits.



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