Customer Success Specialist

Job Description

Responsibilities 

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Act as liaison between clients and technical staff.
• Function as client interface on phones and ticket thread intake including:
  • Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
  • Perform tech tasks as self-assigned and assigned by tech managers.
  • Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly.
  • Maintain awareness of current work and status, managing tasks through to successful closure.
  • Create tasks, to contribute to client onsite visits and related meetings.
  • Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required.
  • Monitor and update all assigned tickets on a daily basis.
• Record and document tech processes to contribute to TurnPoint Tech Manual.

• Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks.
• Prepare for and run ticket reviews with tech staff (duties may be shared with a colleague)
• Ensure our daily scrum runs in an efficient manner, up to and including running scrum
• In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service).
• Prepare for and run mid-day triaging and afternoon shift hand off, including preparing summaries.

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