The Solution Support Specialist plays an integral role in the Convercent customer experience. This critical role is integral in our success and we are looking for a “SUPERSTAR” to fill this position. On top of meeting the qualifications for the position, the ideal candidate will be ready to work hard/play hard in a fast-paced, entrepreneurial environment. This position reports to the Director of Solution Support.

Responsibilities include, but are not limited to:

• 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 customers and internal resources to address/escalate issues.
• 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.
• 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/ Experience:

• 5+ years of help desk support and customer-facing experience with an enthusiasm for technology and demonstrated high technical aptitude (Email/Tickets & Phone Support).
• Prior experience troubleshooting and escalating in a SaaS environment.
• Experience with help desk ticketing systems¾Zendesk 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.

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.