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Customer Advocate

Seegrid is the leading provider of connected self-driving vehicles for materials handling with hundreds of thousands of miles driven.  The Seegrid Smart Platform combines flexible and reliable infrastructure-free vision guided vehicles with fleet management and enterprise intelligence data for a complete connected solution. Seegrid accelerates Industry 4.0 and lean initiatives with incremental automation, helping companies achieve a truly connected enterprise and transform into smart factories of the future.

Seegrid currently has an opening on our help desk team for a Customer Advocate. The Customer Advocate's role is to facilitate a truly exceptional experience to our customers.  A typical day is spent monitoring incoming customer support and information requests and taking action.  This will include taking time to research a customer's issue and seeing it through final resolution, or gathering information and escalating to other teams such as level 2 support engineers or field service.  There will be regular growth sessions where you and your fellow team members will discuss how to further enhance our services or collaborating on strategic projects.

KEY RESPONSIBILITIES

  • Monitor and act as front line for incoming customer calls & emails, service requests, or general assistance
  • Analyze and correct problems using documented procedures, available tools, and personal knowledge
  • Address customer concerns real time and if possible resolve their issues, communicate resolution to the end user, and obtain customer sign-off before closing ticket.  If unable to resolve, thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with department operating procedures
  • Log and track all support actions in CRM database
  • Go out of your way to make customers feel important and valued and drive customer satisfaction on a range of projects and Seegrid products and services

REQUIREMENTS & EXPERIENCE

  • Excellent interpersonal skills with ability to build effective relationships with all levels of the organization, customers, and partners
  • Excellent oral and written communication skills and commitment to world class customer service
  • One or more years of experience in a customer service industry
  • Experience utilizing CRM tools; Salesforce experience is a plus
  • Performance evaluated for impact on case closure rates and satisfaction surveys

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

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