Customer Support Specialist – Job Description

We are looking for a passionate Customer Support Specialist who will ensure the long-term success of our customers and our system.

The Customer Support Specialist will be responsible for leading the Support team that handles all issues related to our current client base in a timely and effective manner.

The Customer Support Specialist will liaise between customers and cross-functional internal teams to ensure a timely resolution to customer needs and requests as well as a successful experience with our Service Optimization Management Software.

Responsibilities:

• Oversee Nuvola’s Customer Support team
• Receive and channel all customer requests internally and externally
• Manage and update Nuvola’s Help Desk Dashboard
• Generate reports for leadership for the activity and performance of the Support department
• Master the Nuvola product at a super-user level
• Escalate Support tickets to the appropriate departments when needed
• Assist with account configurations
• Assist with the training of new employees
• Manage and build content for the User Experience and Adoption part of Nuvola’s platform
• Build and maintain strong, long- lasting customer relationships

Key Skills:

• Excellent leadership skills
• Attention to detail
• Advanced troubleshooting and research skills
• Excellent communication and people skills
• Planning and organizational skills
• The ability to multitask
• Ability to translate your skills to other employees

Requirements:

• Minimum 1-2 years experience in Support role
• Advanced verbal and written communications skills in English and Spanish
• Proven support, account management or other relevant experience
• BA/BS degree or equivalent preferred
• Flexibility to work weekends
• Knowledge or experience with JIRA software a plus

Customer Support Manager – Job Description

We are looking for a passionate Customer Support Manager who will ensure the long-term success of our customers and our system.

The Customer Support Manager will be responsible for leading the Support team that handles all issues related to our current client base in a timely and effective manner.

The Customer Support Manager will liaise between customers and cross-functional internal teams to ensure a timely resolution to customer needs and requests as well as a successful experience with our Service Optimization Management Software.

Responsibilities:

• Oversee Nuvola’s Customer Support team
• Receive and channel all customer requests internally and externally
• Manage and update Nuvola’s Help Desk Dashboard
• Generate reports for leadership for the activity and performance of the Support department
• Master the Nuvola product at a super-user level
• Escalate Support tickets to the appropriate departments when needed
• Assist with account configurations
• Assist with the training of new employees
• Manage and build content for the User Experience and Adoption part of Nuvola’s platform
• Build and maintain strong, long- lasting customer relationships

Key Skills:

• Excellent leadership skills
• Attention to detail
• Advanced troubleshooting and research skills
• Excellent communication and people skills
• Planning and organizational skills
• The ability to multitask
• Ability to translate your skills to other employees

Requirements:

• Minimum 3-4 years experience in Support role
• Advanced verbal and written communications skills in English and Spanish
• Proven support, account management or other relevant experience
• BA/BS degree or equivalent preferred
• Flexibility to work weekends
• Knowledge or experience with JIRA software a plus

Customer Success Specialist – Job Description

We are looking for a passionate Customer Success Specialist who will ensure the long-term success of our customers.

You will be responsible for developing long-term relationships with our portfolio of customers, connecting with key business managers, executives, and stakeholders.

You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our Guest Service Management Software according to customer needs.

Responsibilities:

• Building and maintaining strong, long-lasting customer relationships
• Demonstrating/presenting products online
• Reviewing user adoption performance
• Conducting online customer deployment – customer training & account configuration. Overseeing our customer service team Managing and training Customer Relations Associates
• Setting reasonable customer satisfaction goals
• On-boarding new employees and train them based on your expertise and skill set
• Creating and implementing an effective customer loyalty program

Key Skills:

• Excellent leadership skills
• Attention to detail
• Advanced troubleshooting and research skills
• Excellent communication and people skills
• Planning and organizational skills
• The ability to multitask
• Ability to translate your skills to other employees

Requirements:

• Minimum 1-2 years experience in Customer Success role
• Advanced verbal and written communications skills in English and Spanish
• Proven account management or other relevant experience
• Flexibility to work weekends
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Excellent product presentation skills

Customer Success Manager – Job Description

We are looking for a passionate Customer Success Manager who will ensure the long-term success of our customers.

You will be responsible for developing long-term relationships with our portfolio of customers, connecting with key business managers, executives, and stakeholders.

You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our Guest Service Management Software according to customer needs.

Responsibilities:

• Building and maintaining strong, long-lasting customer relationships
• Demonstrating/presenting products online
• Reviewing user adoption performance
• Conducting online customer deployment – customer training & account configuration. Overseeing our customer service team Managing and training Customer Relations Associates
• Setting reasonable customer satisfaction goals
• On-boarding new employees and train them based on your expertise and skill set
• Creating and implementing an effective customer loyalty program

Key Skills:

• Excellent leadership skills
• Attention to detail
• Advanced troubleshooting and research skills
• Excellent communication and people skills
• Planning and organizational skills
• The ability to multitask
• Ability to translate your skills to other employees

Requirements:

• Minimum 3-4 years experience in Customer Success role
• Advanced verbal and written communications skills in English and Spanish
• Proven account management or other relevant experience
• Flexibility to work weekends
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Excellent product presentation skills