About us!
Brandify is an industry-leading provider of location-based digital marketing solutions that help brands connect to their customers. Brandify does this by capturing data as well as providing strategy and customized solutions to help brands maximize their online presence and drive customers to their locations. We are a passionate team where ideas matter, working together, and making those ideas a reality matter more.
Summary
As our House Account Representative offers support and technical assistance to customers who are using Brandify solutions and need help completing tasks or troubleshooting problems. This position takes on full responsibility for the ongoing maintenance of all client-purchased products, including data quality consistency, issue resolution, and routine check-ins. A Client Success Support Representative should have strong and proven client management skills, and the ability to manage and collaborate with other cross-functional teams and vendor partners in monitoring client deliverables and meeting deadlines.
This position is remote during COVID-19 restrictions. Once lifted, this position will report to our Anaheim, CA office.
General Duties and Responsibilities:
- Respond to all client inquiries via assigned help-desk tools within 24 hours of ticket
- Address and resolve client issues expeditiously, creating tickets where applicable and managing the flow of tickets assigned across various teams, escalating to upper management when necessary
- Work cohesively with Client Success Executives, Client Success Manager and Operations Teams to optimize the client experience across all internal Business Units.
- Maintain and update client location databases as requested
- Provide client training on Brandify products as needed and update clients on new features, enhancements, and product changes
- Provide regular, pro-active monitoring of client products to ensure optimal performance, reporting product issues to appropriate departments via ticketing systems and escalating to upper management where necessary
- Remain fully educated on all Brandify Products, keeping up-to-date on all product releases and process changes
- Remain fully educated on the operation of process management tools including Helpdesk, Confluence, JIRA, Ignite, and Brandify dashboard tools
Qualifications and responsibilities:
- Minimum 1-3 years of experience managing client services and support
- Solid written and verbal communication skills
- Familiar with all Microsoft’s business programs
- Takes initiative and strong at following up
- Driven to overcome and succeed
- Exceptional customer advocate and internal ambassador
- Some project management experience preferred
- Experience in a fast-paced, deadline-driven environment helpful
What we have to offer:
- Medical and dental benefits
- 401K participation
- 15 days accrued PTO for new team members
- 40 hours immediate sick time hours
- Life Insurance and Accidental Disability & Death
- $300 per year for educational purposes
EEO Statement
It is the policy of Brandify to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Brandify will provide reasonable accommodations for qualified individuals with disabilities. Brandify’s programs are designed to comply with all applicable federal, state, and local laws, directives and regulations and cover all human resource actions including employment, compensation, benefits, training, education, promotions, and social/recreational programs. Brandify's CEO and senior leadership team have the responsibility to monitor progress, reinforce policies and hold the organization accountable to meet its objectives