Datum Clearmind Hiring! Full Time Customer Success - Support in Federal Territory - Ricebowl

Datum is looking for engaged, technical, and team-oriented Application Support to join our expanding organization!

In this role, you will work directly with Datum’s customers to resolve issues. You will contribute to and follow procedures for troubleshooting, escalation, and resolution. You will ensure we meet or exceed our service level agreements and provide the customers with world-class service. You will have the opportunity to leverage and contribute to our growing knowledge base and training material.

Customer Success & Support Responsibilities:

• Work collaboratively with customers as they transition from project implementation and go live to active customers
• Represent the company brand & values during all client interactions
• Diagnose and troubleshoot complex software issues while understanding an external customers’ business processes within the servicing industry
• Manage a queue of active tickets from customers and route tickets appropriately to ensure appropriate resolution and customer satisfaction
• Identify, communicate and escalate critical issues to appropriate internal and external parties
• Monitor software applications, re-set user passwords, establish user permissions, and work with other software-related support functions
• Troubleshoot software issues and collaborate with support teams, quality assurance, and software development for remediation

Customer Success & Support Requirements:

• Minimum 1-3 years of experience in applications support or development
• Bachelor’s degree in Computer Science, Information Systems, or related field or equivalent experience
• Excellent problem-solving skills
• Excellent teamwork and communication skills
• Exemplary organizational and multitasking skills
• Strong ability to remain patient, listen and empathize with customer questions and software issues
• Software Implementation Experience, Software Development & Accounting Background is a plus