Client Success Technician
Location
New Haven, CT | United States
Job description
Company Name: IntelliBoard
Department: Platforms
Employment Type: Full-Time, Remote
Job Title: Client Success Technician
Reporting structure: Director of Client Success WHO WE ARE: IntelliBoard is on a mission to improve learning outcomes through data. Our goal is to empower data-driven organizations to simplify processes, solve problems, and promote action informed by what your data is telling you.
As an Investor-backed SaaS company within the Data Analytics industry, IntelliBoard provides the most comprehensive Learning Analytics platform on the market today globally; Power that combines data from a wide variety of sources: the Learning Management System (LMS), Information System of Record (SIS, HRIS) and other individual tools, or even spreadsheets.
IntelliBoard is comprised of mission and outcome-driven, learner-focused, brilliant professionals that bring a wide array of world class skills to our industry. We dream BIG and share the same vision, but each provides a unique perspective. We strive to provide a well-rounded, holistic approach to everything we do. We genuinely like working with each other, enjoy solving problems for our clients, and love to win!
WHY INTELLIBOARD: - We are a well-funded high-growth organization with an opportunity to create a distinct position as the category leader within our industry.
- Our brand is highly regarded as a thought-leading solutions provider that is solving important problems for our customers. According to our community, the work we do matters.
- Our platform has served over 45 million students across 450+ customers in 40+ countries.
- We are proud to have partnerships with industry leaders such as Anthology, Ellucian, Workday Moodle, and many others.
CLIENT SUCCESS TECHNICIAN MISSION STATEMENT: IntelliBoard Client Success Technicians provide an enjoyable experience to our clients, assisting them with technical support and building phenomenal client rapport. We bridge the gap between the technical aspects of our product and our users, ensuring optimal usage, troubleshooting problems, and maintaining client satisfaction. We offer direct and indirect support for clients and prospects throughout their client journey with the IntelliBoard platform.
The role of a Success Technician is multifaceted and requires a blend of technical prowess, customer service acumen, and effective communication. Our Client Success Technicians provide fast, reliable, and kind support for all features and functions of the platform.
ACTIVITIES: - Serve as a bridge between the client and the product/engineering teams, relaying feedback, bug reports, or feature requests, ensuring that the product evolves based on real client needs.
- Provide support and product knowledge for prospects, clients, and teammates.
- Use our internal knowledge base to resolve client inquiries.
- Respond to incoming support tickets promptly.
- Contribute to other support areas upon request (internal communications and questions, support pages, emailing, troubleshooting, training, etc.)
- Assist new clients in setting up and connecting their systems to IntelliBoard.
- Resolve problems efficiently, reducing the downtime or inefficiencies the client might experience.
- Be an expert on the product to advise on best practices, answer technical queries, and guide the product team based on client feedback.
- Collaborate with the documentation team to create, update, and maintain technical documentation, FAQs, or knowledge-based articles.
- Work closely with other teams, such as sales, product, engineering, and marketing.
- Stay updated on the latest features, changes, and potential issues.
- Manage client expectations, escalate the problem to the appropriate teams, and ensure timely follow-up.
KPI’s: - Customer Satisfaction Score (CSAT) is measured by how satisfied clients are with the service they receive.
- First Response Time (FRT) is measured by how quickly a technician responds to a new client inquiry or support ticket.
- Ticket Resolution Time is measured by the average time it takes to resolve a client's issue or support ticket from the moment it's opened until it's resolved.
- Net Promoter Score (NPS) to measure client loyalty and the likelihood that they would recommend the service to others.
- Ticket Volume tracks the number of support tickets or issues a technician handles in a given period.
INTANGIBLES: - You are a self-starter, a go-getter who needs little direction to problem solve.
- You are a leader who enjoys mentorship and coaching to bring others up around you and reach their potential.
- You are willing to step up beyond the core responsibilities to get the job done.
- You have an entrepreneurial spirit that embraces continual learning, change, and growth.
- You are curious and a risk-taker who is willing to test, fail, and learn.
- You care about being inclusive, promoting equity, and celebrating diversity.
- You are available to work a flexible schedule.
- You possess good knowledge and a hands-on mindset surrounding call coaching and email structuring to generate success from outreach.
WHAT YOU BRING TO THE TABLE: - Technical expertise and a thorough understanding of our platform, including its architecture, integrations, and potential use cases.
- Strong analytical skills to diagnose issues and determine the best course of action for resolution.
- Excellent customer service skills are essential.
- Have patience, empathy, and the ability to provide clear and concise guidance to users of all technical skill levels.
- The ability to communicate complex technical concepts in a way that is easily understandable to non-technical users is vital.
- Strong verbal and written communication skills.
- Be able to learn quickly and adapt to new features, technologies, and changing client needs.
- The ability to manage a busy workload, including handling multiple client queries or issues simultaneously, prioritizing tasks, and managing time effectively.
- Be a team player and have the ability to collaborate effectively.
- Have a deep understanding of LMS functionality and data structures from at least one of the following: Moodle, Blackboard, Canvas, and Brightspace.
BENEFITS: IntelliBoard offers a robust benefits package that includes medical insurance, paid time off, 401k, and professional development opportunities. Our culture sets us apart- we look forward to you learning more about us!
EQUAL OPPORTUNITY STATEMENT: IntelliBoard is committed to diversity and the principles of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national, social, or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, military status, marital status, mental or physical disabilities, or any other status protected by law.
Are you ready to join us and make a difference?
Job tags
Salary
