Technical Software Support Specialist
Company: Hannon Hill
Location: Atlanta
Posted on: June 26, 2022
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Job Description:
Who We Are:
We're a passionate team of hardworking people who enjoy what we do.
At Hannon Hill, we build and support content management and digital
personalization tools that make it easy for non-technical users to
build sophisticated websites that deliver powerful user
experiences.
Our flagship product, Cascade CMS, empowers users to create, edit,
and share digital content across sites and channels. Clive is an
engagement and real-time personalization tool for collecting
visitor attributes and delivering relevant content.
We're on strong financial footing with over 21 years of organic
growth, and continue to maintain our reputation as the commercial
content management system for higher education.
The Work:
Your primary responsibility is to deliver excellent customer
support for inbound customer inquiries. You are expected to be a
product expert in all Hannon Hill products with varying degrees of
proficiency depending on the exact area of the product.
You'll work with incredibly talented colleagues on our Support and
Product teams who work tirelessly on behalf of our customers to
ensure their success. Our Support team works closely with our
Product Engineering and Systems teams and it is often that
questions will be escalated to engineers for further
investigation.
We collaborate with customers and colleagues in Zendesk and use
Intercom for in-app messaging. We also engage with our customer
community in a Hannon Hill Users Slack network. Most of the work
will be written communication with customers through one of these
channels. Conversations in Zendesk tend to be more asynchronous
(more similar to support over email) whereas conversations in
Intercom can be faster paced like true chat support. There are
times where we will reach out to customers (or they to us) to
schedule a screenshare to investigate issues further in real
time.
You are expected to handle around 15-25 conversations per day of
varying complexity. Some will be simple product questions to which
you may know or be able to easily find a specific answer. Others
may require deeper investigation and could last for a couple of
days or more.
Our goals include maintaining a median first response time of 30
minutes and a 99% customer satisfaction rate across all channels.
However, we always value meaningful, comprehensive, and correct
responses over fast ones. There may be times where a longer reply
that takes more time to research and compose is necessary.
Duties and Responsibilities:
Work Environment:
We're looking for someone to work 9a-6pm or 10am-7pm Eastern with
with the ability to shift working hours by 1-2 hours a few times a
month with advance notice. We prefer someone willing to work 2-3
days per week in our Atlanta office but are open to remote work in
other timezones. If you're working in another timezone, you need to
be able to cover the above shifts without working a graveyard shift
(i.e plus/minus roughly 3-4 hours from Eastern timezone).
Skills and Experience:
Benefits:
We offer a comprehensive benefits and perks program to include:
Keywords: Hannon Hill, Atlanta , Technical Software Support Specialist, IT / Software / Systems , Atlanta, Georgia
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