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
  • 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
  • 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
  • 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
how to apply

Send your resume and other pertinent information to