Professional Services Implementation Technician

hace 2 semanas

San Francisco, Heredia, Costa Rica Smarsh A tiempo completo

Overview

Smarsh is in search of a Professional Services Implementation Technician to join the rapidly growing Solutions Delivery team. This role involves coordinating customer escalations and ensuring exceptional customer experience (CX). Responsibilities include implementing, maintaining, and enhancing process runbooks and associated documentation to consistently deliver high-quality service with top-notch customer satisfaction. The ideal candidate will proactively collaborate with the Client Services leadership team and various departments across the organization.

How will you contribute?

  • Set up, configure, and document hosted services.
  • Offer phone and email configuration support for hosted services.
  • Tackle complex data migrations and troubleshooting.
  • Address pre-sales and sales technical inquiries related to service integration.
  • Foster a customer-centric approach that makes all customers, internal and external, feel valued.
  • Be willing to work flexible hours to meet client launch schedules.
  • Provide product/services information upon client request.
  • Participate in case peer reviews.
  • Oversee larger projects with support.
  • Manage inbound and outbound calls effectively.
  • Lead customer meetings using screen-sharing/collaboration tools.

What will you bring?

  • Bachelor's degree or equivalent practical experience.
  • Minimum of 2 years working in a recent help desk environment, assisting end users via phone and email.
  • Experience of at least 2 years in a Windows server and Exchange messaging environment is advantageous.
  • At least 1 year of experience with Smarsh technology and services.
  • Familiarity with Salesforce is a bonus.
  • Knowledge of SMTP/POP3, IMAP, SSL/TLS, DNS, Security/Firewalls, MS Outlook, OWA, PowerShell.
  • Competence in Mobile, Web Mail clients, Email Server Administration, Exchange, Microsoft Teams.
  • Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio).
  • Demonstrate patience and a strong desire to assist others.
  • Excellent written and verbal communication abilities.
  • Adaptability and eagerness to learn new technologies.
  • Exhibit professionalism and a strong work ethic.
  • Critical thinking and problem-solving skills.
  • Effective time management.
  • Respect confidentiality of information.
  • Attention to detail and accuracy in tasks.
  • Adept at organizing, prioritizing, and multitasking for various clients and projects.
  • Capable of working efficiently within tight deadlines.
₡1,, - ₡1,, a monthThe salary range provided reflects Smarsh's estimate of potential base compensation at the time of posting. Specific bonus programs will be discussed during the recruitment process. Compensation for this position will be determined based on factors like internal fairness, experience, education, location, specialization, and training. Local cost of living considerations are taken into account for each new hire at the offer stage.

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