Expert Client Support Liaison
hace 2 días
**Empowering Success Through Expertise**
At Officespace Software, we're revolutionizing the way companies approach workplace management. Our innovative platform offers a seamless experience, backed by an invested team dedicated to delivering exceptional results.
We cater to a diverse range of clients, from rapidly growing tech firms to traditional enterprise customers transitioning to modern hybrid infrastructure. This has led to substantial growth since 2020, with our team expanding to 200 employees across the US, Costa Rica, and Canada.
If you're eager to join a highly motivated team that values trust, respect, collaboration, and creativity, we'd love to hear from you.
**Job Description: Client Engagement Subject Matter Expert**
The Client Engagement Subject Matter Expert is a key member of our support team, responsible for providing expertise and guidance in developing technical solutions for Software Support Tier 1 agents.
This role involves acting as the resident expert for the Client Engagement support staff, addressing their questions related to client support tickets. Key responsibilities include:
- Investigating cases and gathering relevant data
- Creating and managing content related to processes, standard procedures, and existing knowledge
- Participating in the development of new features, providing input on troubleshooting pitfalls and support needs
- Mentoring Client Engagement staff on product support, focusing on long-term learning
- Reviewing escalated Tier 1 cases and following the escalation process when necessary
- Leading working sessions with clients to implement technical solutions
**Required Skills and Qualifications**
To succeed in this role, you'll need:
- B2-C1 English level according to the CEFR or equivalent
- Ability to manage concurrent priority issues from multiple stakeholders with a heightened sense of urgency
- Attention to detail and good problem-solving skills
- Critical thinking and analytical skills for examining information and drawing conclusions
- Able to communicate clearly and concisely with diverse audiences
- Cross-functional collaboration skills
- Comfortable giving and receiving feedback
- Ability to quickly shift gears and work in a time-critical environment
- 2-3 years of progressive experience in a client-facing role requiring high individual responsibility
- Degree or working towards one in Management, Computer Science, Engineering, or another relevant field
**Why Choose Officespace Software?**
We offer competitive compensation packages, benefit options, and leave policies, along with a fully integrated hybrid work environment allowing you to work remotely or at one of our offices in Victoria, Canada; Atlanta, USA; or Escazu, Costa Rica.
We value trust above all else, trusting our employees to take ownership of their work and set themselves up for success. Whether it's flexible hours, remote options, or anything in between, we know people work best in different ways, and we embrace those differences.
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