About the RoleThe Customer Success Technician (CST) is a customer service champion. They ensure customer satisfaction and drive successful adoption of our data management platform and on-truck software. The CST is responsible for providing exceptional technical and operational support. They build a strong relationship and understanding of each customer’s unique environment to empower our customers’ ability to improve work processes and increase revenue.
What You'll Do
- Serve as the primary point of contact for customer inquiries and support needs via chat, email, and virtual meetings.
- Respond to support requests within SLA while maintaining the highest quality of service.
- Technical troubleshooting, problem-solving and collaborating cross-functionally with teams to ensure a timely and effective resolution.
- Understand customer goals, challenges, and requirements to provide tailored solutions that apply to their unique business needs.
- Provide ongoing training and guidance to customers to drive successful adoption and effective usage of our solutions.
- Monitor customer health and metrics, taking proactive measures to address any issues or concerns.
- Stay updated on industry trends and product updates to effectively support customers and help inform their technology decisions.
Preferred Qualifications
- 4+ years of experience in a customer-facing role, preferably in customer success technical support.
- Excellent communication and interpersonal skills.
- Experience troubleshooting common IT problems such as OS, hardware, and networking.
- Experience providing remote technical support with tools such as TeamViewer, Bomgar, etc.
- CRM technology experience, Zendesk or Intercom preferred.
- Comfortable communicating with anyone, from trades-people to CEOs and companies of small to large scale
- Strong problem-solving and analytical abilities.
- Able to effectively discuss, translate, and describe complex topics with both technical and non-technical audiences.
- Operational acumen – able to relate business needs with technical solutions.
- Demonstrated ability to be a champion of customer service.
- Familiarity with the water infrastructure industry is highly preferred.
Nice to Haves
- Experience in the water infrastructure industry or any similar field is highly preferred.
Come join a startup that is solving a real world problem with AI.
SewerAI is proud to be an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. All your information will be kept confidential according to EEO guidelines.
United States only
