Senior Manager, Customer Success
insightsoftware
Cloud
Customer Success Specialist I
PracticeTek
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 per year
Job Level
JuniorMid-Level
About the role
- Manage and resolve technical issues from our external Tier 1 support team
- Investigate and diagnose issues related to software, networks, and system configurations
- Act as the point of contact for escalated cases, ensuring clear communication with customers regarding troubleshooting steps and solutions
- Maintain accurate records of incidents and resolutions in the support ticketing system to ensure proper tracking and follow-up
- Work closely with Tier 2 and Tier 3 support teams, as well as other departments (e.g., development, product management), to resolve issues
- Develop and update documentation and knowledge base articles for common troubleshooting issues to assist other team members and improve response times
Requirements
- 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology
- Strong troubleshooting skills and ability to diagnose complex technical issues
- Excellent written and verbal communication skills with a customer-first mindset
- Proven ability to work cross-functionally with technical and non-technical teams
- Strong organizational skills and ability to prioritize in a fast-paced environment
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdiagnosing technical issuessoftware configurationnetwork configurationsystem configurationsupport ticketing systemdocumentation developmentknowledge base management
Soft skills
communication skillscustomer-first mindsetcross-functional collaborationorganizational skillsprioritizationproblem-solving
