Remote Account Configuration Specialist

Summary

Join our team as an Account Configuration Specialist and utilize Revinate proprietary systems to configure, customize, and install Revinate products for new and existing clients. This position is responsible for working directly with internal and external clients to understand their needs and complete their account activation correctly and within a designated timeframe.

Requirements

• An associate's degree or equivalent training from a two (2) year college or technical school, along with two (2) years of related work experience
• Experience in troubleshooting advanced software and hardware issues across multiple platforms
• Intermediate to advanced knowledge and experience working with Google Suite products
• Ability to identify and solve complex technical problems and use the information to evaluate, recommend, and implement solutions

Responsibilities

• Gather customer requirements, convert them into configurations, perform testing to ensure accuracy, and work with the customer to launch products on time
• Act as the primary resource for configuration, supporting Revinate products and providing recommendations and solutions as necessary
• Determine the needs of each customer they interact with during onboarding and post-implementation to implement and achieve the desired outcome
• Complete account configuration work on time within a designated schedule and escalate any significant issues
• Work with customers to understand technical configuration requirements and find solutions for potential obstacles during customer calls
• Ensure support requests via phone, chat, and email are completed accurately and timely. Use quality assurance techniques to ensure product integration for new accounts and provide ongoing customer support to resolve escalated issues
• Maintain a solid working knowledge of all aspects of the Revinate products and processes
• Handle the back-end setup and configuration for customers who are making changes to their products
• Review customer inquiries and research responses to issues while identifying when an item must be escalated; seek assistance from management with more complex questions
• Contribute to team productivity by actively participating in daily project management, developing knowledge resources, and achieving targets for accuracy and responsiveness
• Collaborate with other team members to continually improve processes to become more efficient
• Work with customers and technical vendors to secure required resources for projects. Perform special projects as requested

Preferred Qualifications

• Preferable knowledge of telephony software, network routing, and configuration experience
• Technical mindset, detail-oriented, passionate about problem-solving, and completing projects
• Ability to quickly learn new technology, including demonstrating mastery of basic and intermediate product features, and proficiency in a fast timeframe
• Demonstrated experience managing multiple priorities and using critical thinking and problem-solving skills
• Flexible and adaptable to changing time zone requirements necessary to support our internal and external customers across North America and international regions
• Preferable experience with Google Suite, Zendesk, JIRA, and SendGrid

Benefits

• Health insurance-employee premium paid 100% by Revinate
• Dental insurance-employee and dependents’ premium paid 100% by Revinate
• Vision insurance-employee and dependents’ premium paid 100% by Revinate
• 401(k) with employer match
• Short & Long Term Disability insurance
• Life insurance
• Paid time off
• Monthly work from home stipend
• Telehealth access
• Employee Assistance Program (EAP)