Customer Support Representative

job summary

Navatar is looking for a Customer Support Representative to join our New York team. This role will be part of our Customer Success team focused on delivering exceptional service to customers of Navatar products for financial services firms. We are looking for a candidate who has the ability to develop a deep understanding of business software applications and thrives on problem solving for customers. The ‘Customer Support Representative’ serves as the initial point of contact for post-implementation case requests. This position will handle incoming customer case and phone requests in compliance with the team’s Service Level Agreements (SLA’s) without sacrificing customer satisfaction.

The scope of support questions from customers includes:

Requesting changes to their Navatar instance such as customizations and report/dashboard creation
‘How-to’ questions
Data Upload requests
Bugs/Enhancement requests

Responsibilities

Manage multiple customer requests related to issues and software customization
Case queue management which includes phone and email
Analyze and resolve customer issues
Prioritize cases based on escalations, resolution time, and severity
Communication with clients as well as internal Success and Sales team members
Work with the training team to develop training content
Conduct customer analysis
Manage relationships with our Customer Success Managers, Product Experts and Sales staff
Take ownership on assigned cases

Skills

Ability to effectively communicate both written and verbally
Ability to manage multiple projects simultaneously while maintaining strict attention to detail
Expertise in problem-solving
Able to handle stressful situations
Meet deadlines
Positive attitude
Team Player

Requirements

MUST have 3+ years of experience providing customer service for a commercial business software product
Strong ability to dive deep into business software functionality
Experience within financial services preferred
Excellent written and verbal communication skills
Customer service mindset
Detail oriented, disciplined and organized
Team player
Proven ability to drive results under pressure and in the face of ambiguity
Ability to work with minimal supervision, including attempting to solve problems before asking for assistance
Ability to flourish in a high growth tech environment where change is constant