• Ensure delivery of a first class, genuine and personalized customer support experience.
• Serve as a technical subject matter expert on Convercent and MySafe platforms; partnering with customer technical departments as it relates to planning and strategy discussions.
• Act as the liaison between customers and internal teams communicating new business requirements and technology enhancement requests for improved customer experience.
• Support and offer world class customer service to our customers via phone and the Convercent support ticketing system.
• Partner with call center agents as a subject matter expert to assist with Tier 2 help desk support.
• Serve as a technical resource during customer implementations offering consulting and support services pertaining to advanced application configurations, single sign on (SSO), data migrations and SCORM content.
• Collaborate closely with engineering on a day-to-day basis.
• Participate in quality assurance and testing activities for future product releases. Requires a deep understanding of the application configuration and how the product behaves under different scenarios.
• Partner well across departments, thinking creatively, and problem-solving.

Desired Skills and Experience:

• 5+ years of help desk support and customer-facing experience with an enthusiasm for technology and demonstrated high technical aptitude.
• 5+ years of experience as a Solutions Consultant and/or Business Analyst.
• Prior experience troubleshooting in a SaaS environment.
• Experience with help desk ticketing systems – Zendesk a plus.
• Understanding of information security, data load API architectures, and Microsoft technologies preferred.
• Sales engineer or pre-sales technical consulting experience is a plus.
• Operate with a sense of urgency and strong attention to detail.
• Passionate about customer service with empathy to understand customer needs.
• Excellent communication, interpersonal, verbal and eloquent writing skills.
• A passion for learning and a willingness for taking on new challenges.
• Ability to multitask and a desire to work in a fast-paced environment.
• Experience in creating customer-facing support resources and documentation.
• Reporting and analytics experience is a plus.