Technical Solutions Consultant I

Summary

Join SiteDocs as a Technical Solutions Consultant I and contribute to customer success and revenue growth by driving product adoption and providing exceptional support. You will work closely with customers and partners, troubleshooting issues, delivering professional services, and building dashboards and workflows. This role requires expertise in SiteDocs products and strong communication skills. You will also collaborate with internal teams, collect customer feedback, and contribute to process improvements. The position offers a remote work opportunity and includes benefits such as health insurance, life insurance, 401(k), and paid time off. The ideal candidate possesses proven customer support experience and technical expertise in SiteDocs.

Requirements

• Proven customer support experience (or other relevant experience)
• Technical expert on SiteDocs products, features, add-ons and tools
• Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence
• An aptitude for problem-solving
• Understanding of data analysis and information systems
• Proficiency in using (or the ability to quickly learn) software programs

Responsibilities

• Proactively works with customers to contribute to successful advanced-product(s) adoption by following provided processes and procedures and actively listening to customers’ unique needs and responding accordingly
• Works with customers who are not engaged with Analytics to help them receive maximum value in the product, thereby contributing to our Analytics and Workflow Studio retention goals
• Responds to and manages Zendesk support tickets and emails for customers
• Responds to and manages phone calls that come through their personal line or support line
• Train customers and partners on advanced SiteDocs features and products (including but not limited to Analytics, Workflow Studio, COR Audit Tool, and API) and how they can achieve ongoing success
• Hosting webinars related to both Analytics and Workflow Studio Integrations as required
• Works closely with Technical Solutions Consultant II’s by assisting and/or completing complex Dashboard or Workflow Studio builds as necessary
• Completes delegated requests from Technical Solutions Consultant II’s and other team members (company-wide) to build Dashboards in Analytics or Scenarios in Workflow Studio as necessary
• Provides Professional Services to customers and partners when requested (e.g. Building Dashboards in Analytics or Scenarios in Workflow Studio)
• Addresses escalations coming from customer or partner issues and finds solutions for issues
• Collects product feedback from customers and documents in Trello
• Tracks activities and conversations with precision and efficiency in Salesforce
• Responds to general support tickets when there is capacity or help needed
• Provides assistance and support to other members of the Customer Success Team
• Provides timely and successful delivery of solutions according to customer needs
• Provides assistance to the Development Team on various projects and acts as a liaison between Teams while representing the customer perspective
• Tests the product or specific features and functionality, when requested
• Ensures customers have a good experience to increase the potential of renewal
• Looks for customers who could benefit from Analytics or Workflow Studio and creates POCs for the Account Manager or Sales Executive team to present (attends meetings when requested)
• Assists in creating POCs as required
• Looks for opportunities in the customer base to actively create Dashboards in customer accounts to demonstrate value to customers and increase engagement
• Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation
• Executes on special projects given by Customer Success Team leadership
• Contributes to a culture of team building and continuous improvement
• Attend regular meetings and other meetings as requested

Preferred Qualifications

Experience using iPads, tablets, smartphones, and device applications is a plus

Benefits

• Health insurance (medical, dental & vision)
• Life insurance
• 401(k)
• Paid time off
• #LI-Remote