Kognitiv Inc. seeks to be the best in the Workday® ecosystem in both customer and employee satisfaction. We believe happy employees go hand-in-hand with happy customers. We truly believe that if our employees feel engaged, challenged, and empowered every day, they will provide top-notch service for our customers. We encourage our employees to “act like an owner” each and every day in the work they do and their contributions to our fast growing organization.
This role bridges the gap between our clients and our technical teams, ensuring that our users receive quick, clear, and effective solutions to any challenges they might face. You will not only address immediate technical queries but also proactively engage with select customers to gather feedback and insights. This role is integral to our commitment to exceptional customer experience and continuous product improvement.
Responsibilities:
- Respond to and resolve help desk tickets promptly, addressing user queries and technical issues with clarity and professionalism.
- Troubleshoot technical challenges, utilizing a structured approach to diagnose problems and identify solutions.
- Conduct regular business reviews with select customers, gathering feedback to drive product improvements and ensuring clients derive maximum value from our platform.
- Collaborate effectively with cross-functional teams, including product management, developers, project managers, QA, and other customer service personnel to ensure cohesive support and timely resolution of issues.
- Provide clear and concise written and verbal communication to customers, ensuring they are kept informed and reassured throughout their query or issue resolution.
- Continuously update your knowledge on Rooster’s products, features, and updates to provide accurate information and support to users.
- Analyze customer feedback and service metrics to recommend improvements and enhance the overall user experience.
- Facilitate knowledge sharing within the team, creating and updating internal documentation and training materials as needed.
- Represent the voice of the customer internally, providing insights and feedback to our development and product teams to drive enhancements and new features.
Qualifications:
- Proven experience in a customer service role, preferably in a SaaS or tech environment.
- Strong technical acumen and ability to troubleshoot software-related issues.
- Exceptional written and verbal communication skills with a keen attention to detail.
- Ability to build strong relationships and rapport with customers, understanding their needs and challenges.
- Experience in coordinating with cross-functional teams to drive issue resolution.
- Familiarity with customer support tools and software.
- Self-motivated with the ability to manage multiple tasks simultaneously and work under pressure.
- Strong analytical and problem-solving skills.
- Willingness to stay updated with industry trends, new software features, and customer service best practices.
Nice-to-Haves:
- Experience in facilitating business or product review sessions with customers.
- Familiarity with AI or machine learning tools.
- Knowledge of Agile or similar methodologies used in product development.
- Previous involvement in a product feedback loop or product improvement initiatives.
The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill set, experience, education, certification/credentials, market data, internal equity, and office location, and other business and organizational needs. The range presented is not a guarantee of compensation or salary, as final offer amount varies based on factors described. This position may be eligible for additional incentives, such as benefits, bonus and commission.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Kognitiv (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
Estimated Pay Range (USA only): $55,000 – $170,000