Client Services Support Associate

StellaService helps companies grow through better service across their stores, contact centers and ecommerce fulfillment. The company offers solutions including employee engagement tools, real-time customer feedback surveys and objective performance measurement across online and in-store channels.

Stella is looking for a Client Services Support Associate to join our growing team that services the leading retailers and customer service organizations in the world. The Client Services team is responsible for onboarding, training, supporting, engaging and renewing clients of Stella products.This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

• Support customers during their onboarding and ongoing support issues and questions
• Assist customers integrating Stella products with their internal and cloud based systems
• Proactive adoption of application usage
• Develop use cases to drive customer adoption
• Present to customer service and operations customer teams
• Process reported customer incidents in a timely fashion according to Service Level Agreements.
• Resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources
• Work with Product Engineers and Managers to resolve or escalate issues as needed
• Actively participate with peers in a team-oriented culture and assist other internal groups
• Continue to develop personally and professionally within a startup work environment

• Bachelor’s degree required
• 2+ years of relevant experience
• Professional experience in technical support a plus
• Knowledge of OS and IT network administration/support
• Strong technical troubleshooting skills and abilities
• Customer focused attitude and motivated to help
• Experience with any of the following systems: JIRA, Zendesk, Salesforce.com, or other common ticketing and automation tools
• Detail oriented, but able to execute efficiently and follow through
• Able to organize, multitask and prioritize
• Must be able to work within a team environment, including with remote team members
• Excellent written and verbal communication skills
• Willing to work flexible hours