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Company Name : VertMarkets
Location : Horsham, PA 19044
Position : Helpdesk/Onboarding/ Software Customer Support
Job Description : Due to explosive growth, VertMarkets has created a brand new position for an Enterprise Software Customer Support Specialist.This position will be responsible for handling customer service and technical support inquiries from internal and client users of Templeton. They will also be responsible for conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team to test new feature releases, bug fixes, and enhancements for all Templeton updates to ensure changes are implemented properly.ESSENTIAL JOB DUTIES: CUSTOMER SERVICE and SOFTWARE SUPPORT: Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat).Resolve all issues within defined service level agreements.Quickly triage and escalate critical support issues to the development team.Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs.Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.Identify trends in client issues and recommended software enhancements.USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION: Conduct regular Customer Onboarding training SessionsConduct new feature release and software update trainingCreate and maintain FAQs databaseCreate and maintain in-app guides, walkthroughs, and messagingQUALITY ASSURANCE TESTING: Work with development team to test new feature releases, bug fixes, and enhancements for all product updates to ensure changes are implemented properly.Job Type: Full-timePay: $45,000.00 – $65,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible scheduleHealth insuranceHealth savings accountLife insurancePaid time offParental leaveVision insurance
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