1. Understand our platform & technologies (including frontend and backend architecture) and troubleshoot customer adoption challenges
2. Own and resolve all issues with a high standard of professionalism & effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems
3. Solve problems (at different levels) involving broad & in-depth product knowledge or product specialty (this may include support and knowledge of other products)
4. Apply in-depth troubleshooting and debugging skills, reproduce issues, work on triaging and debugging code and engage effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems
5. Manage customers' expectations and experience in a way that results in high customer satisfaction
6. Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively
7. Suggest and implement improvements to internal processes and tools
8. Collaborate with technical support, site reliability, instance automation, product management, development to resolve issues by applying excellent technical and interpersonal skills to build solid cross-functional relationships
9. Maintain strong working knowledge of pre-released products and take ownership for product improvement in key product areas
Note: This is a customer success role. Coding is not involved.
At Phenom People, we believe great people build great companies. We know that there is no difference between marketing and selling products and jobs, so we took CRM best practices and applied them to talent acquisition. We built the world's first talent relationship marketing platform. TRM is an automated system for managing the talent relationship lifecycle of current and future candidates, driving awareness, interest, engagement, and acquisition. Our Phenom TRM platform aligns the objectives, priorities, and actions of candidates, recruiters, hiring managers, and talent acquisition leaders.
Phenom People strives to be the most innovative HR tech company in the world. By offering unique & engaging experiences for candidates, our platform helps put the right opportunity in front of the right person at the right time so you can continue to build phenomenal teams and achieve business goals for years to come.
