Job Level
Mid-LevelSenior
Tech Stack
AWS
About the role
- Work with customer accounts assigned to you including hosting pre-scheduled and ad-hoc calls to review tickets and discuss projects
- Act as a conduit between the customer and internal Agiloft teams (CSM, Support Leadership, Engineering, Implementation)
- Manage customer communications for assigned accounts via tickets and email
- Collaborate with Agiloft engineering and leadership teams as needed to resolve escalations
- Proactively take ownership of high-priority and escalated cases and assist with lower-priority tickets
- Maintain knowledge of accounts, internal teams, key contacts, and main workflows
- Conduct weekly meetings with accounts and participate in Quarterly Business Reviews as technical contributor
- Work additional tickets as available to help support maintain SLAs and ticket expectations
- Participate in continual improvement projects, support maintenance tasks, internal meetings, and Agiloft Community
Requirements
- 3-5 years technical support experience
- Knowledge of internal Agiloft implementations and integrations such as Docusign, Active directory, LDAP, SSO, APIs
- Proficiency with the Agiloft product upgrade process
- 1-2 years TSR1 experience
- Excellent written and verbal communication skills
- Ability to de-escalate tense customer situations
- Understanding of Agiloft’s internal teams and ability to build relationships to them
- Industry standard certifications (ITIL, CompTIA A+, AWS, Agiloft certifications) (preferred)
- Project Management experience (preferred)
- 1-2 years TS2 experience (preferred)
- One or more areas of subject matter expertise for which you can offer assistance to the larger support team in (preferred)