This role requires culture awareness and the ability to step across time zones to partner with our customers and each other to ensure a seamless, global experience
#Convercent mysafe software
Be an effective translator - our customers are not technical or experienced software administrators or users.For issues that cannot be resolved at tier 1, create escalation packages that ensure a smooth handoff and minimizes friction in a timely resolution process.Serve as a technical subject matter expert on Convercent and MySafe platforms partnering with customers and internal resources to address/escalate issues.Deliver a first-class, genuine and personalized customer support experience to our customers via phone and Convercent support ticketing system.This position reports to the Manager of Customer Support within our Customer Care team. Where we can't answer their questions on first call, we partner closely within support to ensure a smooth escalation handoff that sets our teams up to deliver resolutions to our customers and builds confidence within our customer base that we are here for them. We don't just want to make our customers happy we want to make sure they realize the value they expect from our solution. You will use your communication skills to listen, explore, and get to the root of customer questions and help us create a culture of responsiveness and care that sets Convercent apart from our competition. In this role, based in our Denver office, you'll use your product understanding to provide our first line of response to customer issues and questions about using the Convercent solution. Bring your curiosity, your readiness to be challenged, and your desire to do work that really makes the world a better place and help us build a world-class, seamless experience for our global customers. The Customer Support Specialist plays an integral role in the Convercent customer experience. By continuing to use this system you indicate your awareness of and consent to these terms and conditions of use.Convercent is growing, and so is our need to expand support of our global enterprise customer base. Unauthorized or improper use of this system may result in administrative disciplinary action and civil and criminal penalties. By using this system, the user consents to such interception, monitoring, recording, copying, auditing, inspection, and disclosure at the discretion of authorized personnel. Any or all uses of this system and all files on this system may be intercepted, monitored, recorded, copied, audited, inspected, and disclosed to authorized site personnel, law enforcement personnel, as well as authorized officials of other agencies.
In the course of monitoring individuals improperly using this system, or in the case of system maintenance, the activities of authorized users may also be monitored. Individuals using this computer system without authority, or in excess of their authority, are subject to having all of their activities on this system monitored and recorded by system personnel. This system is for the use of authorized users only. Unauthorized access to this computer system and software is prohibited by Title 18, United States Code, Section 1030, Fraud and Related Activity in Connection with Computers.
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