Customer Success Representative

at  ATS Software

Scarborough, ON, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate30 Aug, 2024Not Specified30 May, 20242 year(s) or aboveInterpersonal Skills,Wordpress,Basketball,Ownership,Customer Interaction,Communication Skills,Training,Construction,Customer Service,Customer Base,Foosball,Hubspot,Blogs,Marketing Automation,Management SkillsNoNo
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Description:

JOB DESCRIPTION

ATS is the industry leader in using technology to revolutionize engineering and design processes. We create tools to help engineers and architects to integrate complex systems quickly and accurately for North America’s most exciting building projects.
ATS has a strong work ethic committed to delighting clients and providing them with exceptional service. Our thriving and motivated culture is the heartbeat of our organization.
We hope you will become a part of it!

REQUIREMENTS:

  • College Diploma or University Degree, in Architecture/Engineering or Construction nice to have
  • 2 years’ experience or more providing customer service in a help desk, service desk, training, pre-sales technical support, desktop or IT network support capacity
  • Experience working with marketing automation & Email Marketing tools and blogs like Hubspot,

WordPress, etc. (nice to have)

  • Excellent communication skills – both verbal and written
  • Team player and willing to help others when required
  • Comprehensive internet search and research skills
  • Able to work with diverse personalities and styles
  • Strong organizational/time management skills
  • Strong interpersonal skills and relationship management
  • Be passionate about what you do – take ownership of the customer interaction to ensure success!
  • Work schedule flexibility: We service North American customer base between Monday to Friday from 11 am to 7:00 p.m ET (our shifts are set based on our customer demand and markets we serve)

Responsibilities:

  • Reports to Customer Success Manager; Promptly and
    accurately respond to our customer’s inquiries regardless of channel submitted
    (live chat, info@ emails, request for demo’s, customer downloads, new user sign

ups)

  • Providing pre-sales demonstrations and technical website support
  • Support the onboarding & initial training of new Website users which may include any of ATS Software solutions including training on Email Spec Service, ATS Spec Tool, Visual Spec Builder, BIM

Library, AutoQuote etc.

  • Providing remote trouble-shooting and technical support to Spec Solutions Website users
  • Provide timely follow up to customer downloads and support requests
  • Document activities in the tickets tracking/support application as well as Project Tracker
  • Escalate support calls to QA as required
  • Work with Product Owner, Software Development team and technical advisor to write user stories for new or existing features
  • Work with marketing to develop or create training materials, videos and knowledge base articles
  • Develop and maintain expertise on all products, systems and processes
  • Support the onboarding and account management teams by facilitating online demonstrations for all Spec Solutions new and existing customers


REQUIREMENT SUMMARY

Min:2.0Max:7.0 year(s)

Marketing/Advertising/Sales

IT - Hardware / Telecom / Technical Staff / Support

Sales

Diploma

Proficient

1

Scarborough, ON, Canada