Premium Support Consultant

Summary

Advanced Sterilization Products is seeking a Premium Support Consultant to manage designated clients’ support experiences and help them succeed with its products and platforms. The role provides guidance, troubleshooting, escalation support, client training, process assistance, and collaboration with internal customer success, account management, support, and training teams.

Responsibilities

• Provide premier support to their assigned clients
• Lead Analyst Team in supporting client
• Identify training opportunities
• Assist with business process
• Guide through best practices
• Notify Account Manager & Customer Success Manager of Leads
• Identify issues with the system
• Locating system bottlenecks and recurring product issues
• Troubleshoot and submit bugs to Development
• Provides Instructional aide and back up to the Support Analysts
• Identify and maintain knowledge of custom process
• Understanding how client uses the software for their business
• Product Training
• Collaborate with Success Manager, Account Manager, Support & Training Managers to create ad hoc Product Training for specified clients that is consistent with our current training process

Skills

• Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely
• Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly​
• Able to learn new tasks quickly and follow direction. Receptive to feedback and being adaptive and responsive to updating process
• Bachelor's Degree or equivalent work experience
• On time attendance to scheduled shifts is required
• While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence
• Comfortable participating on camera during remote meetings
• 1-2 years Facility maintenance knowledge, CMMS (facility maintenance software) administration, customer service and software support experience preferred

Qualifications

Must Haves

• Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely
• Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly​
• Able to learn new tasks quickly and follow direction. Receptive to feedback and being adaptive and responsive to updating process
• Bachelor's Degree or equivalent work experience
• On time attendance to scheduled shifts is required
• While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence
• Comfortable participating on camera during remote meetings

Nice to Haves

• 1-2 years Facility maintenance knowledge, CMMS (facility maintenance software) administration, customer service and software support experience preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• LTD insurance
• HSA
• 401(k) retirement plan