Key skills
AzureSQLPowerShellBIPower BIAzure ADSaaSCommunication
About this role
Role Overview
- Provide timely, efficient, and empathetic customer support through email tickets, ensuring clear communication and resolution.
- Employ active listening and a deep understanding of customer scenarios to troubleshoot creatively and tailor solutions to individual needs.
- Manage and prioritize the support ticket queue effectively, and schedule calls with customers for quicker issue resolution when necessary.
- Offer proactive support by anticipating and addressing potential customer questions or concerns.
- Collaborate closely with cross-functional teams, including Development and Product, to report software defects, gather troubleshooting information, and relay customer feedback to aid in product improvement.
- Guide users through ActivTrak deployment and utilization, focusing on installation, account configuration, user management, dashboard interpretation, and integration setup.
Requirements
- At least 2 years in customer-facing technical support roles.
- Strong technical foundation and familiarity with software troubleshooting.
- Experience with Zendesk, Intercom, or other modern SaaS support platforms.
- Experience with Azure AD, Power BI, PowerShell/CMD, and SQL is highly regarded.
- Exceptional written and verbal communication skills.
- Proven ability to work effectively in a team and collaborate across functions.
- A proactive, resourceful, and adaptable approach to work.
- A commitment to continuous learning, improvement, and customer advocacy.
Tech Stack
- Azure
- SQL
Benefits
- Position is remote within US
- Minimal travel
- Limited physical demands