Customer Support Executive

What youll do:

• Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
• Identify, evaluate and resolve customer computer, system, server and user related issues
• Document issues and resolution progress
• Educate/train internal team members on processes, products and technical escalations
• Educate/train customers on solutions current status, delivery alternatives and announced updates
• Enhance program and product awareness with focused messaging
• Identify and propose potential system and customer relationship enhancements, including upsell opportunities
• Interpret and communicate specialized technical material into information usable by customers
• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

What you’ll bring:

• 2+ years of experience in customer service and software support
• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
• Proficiency in updating and managing CRM; Salesforce preferred
• Training experience with the ability to adapt facilitation style to engage your audience
• Ability to learn and assimilate new information quickly
• Ability to evaluate and define customer and system needs
• Ability to work within a team environment to achieve results
• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
• Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving
• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values