Who are we?

Come and Meet the Founder in this 1 minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.

Global Mission Statement:

From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and have a positive impact in the field service software market. Since 2006, we’ve not only transformed our own services and offerings, but we’ve transformed the business operations of thousands of service companies who rely on our software every day.

Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, to comprehensively supporting clients from day one, and always being open and transparent with our community - these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team. 

Department Mission Statement:

 This role sits in the Client Operation’s team, where we focus on creating long-lasting, positive relationships with our clients. Our online reviews regularly reference the service and success team as a primary reason why Commusoft is a leading SaaS provider.

The Client Services Executive is at the heart of this. You will be based in our growing US office in Chicago - providing on-going support to both UK and US customers. Including 1-2-1 assistance, logging technical and user queries, creating user documentation and ensuring our clients can use Commusoft to its full potential and ultimately are happy.

Inclusion and Belonging at Commusoft:

Our clients come from all walks of life and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process and we intend to genuinely drive transformational change when it comes to diversity, inclusion and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.

What you'll do:

• End-to-end Client Engagement: You'll show genuine interest in understanding and resolving client technical issues using a combination of troubleshooting and critical thinking. You'll take ownership of client queries and see them through to successful resolution. This includes logging user and technical support queries for US and UK clients via phone and email and manage queries, actions and updates using ticketing software i.e. Zendesk.
• Pro-active Client Management: Take pro-active ownership of current and growing US-based clients including regular check-ins and catch-ups. Be able to spot issues before they arise and be an independent self-starter who is happy to manage their client's sentiment.
• Knowledge Centered Support: Contribute to enriching our knowledge base content with informative and educational material. These resources are used to empower clients and provide them with self-help solutions when needed. This will involve knowledge article writing and video webinar creation of new content as well as continual feedback and improvement of existing content.
• Collaborate: Escalate queries to development and product teams, and manage the expectations of the client through to resolution. Own the US client queries and collaborate with the UK Client Services team to provide additional cover for the UK clients.

Your skills, experience and values:

• Technical troubleshooting:Working with different hardware (computers, laptops, mobile devices, and trackers) and software (OS, browsers, and applications) you will need to be able to break down a situation, and understand the who’s, what’s, and why’s. Having a curious mind and a drive to see a client query through to full resolution is essential.
• Software support experience: You have provided technical and/or user support in a similar software support service role within a software or SaaS organization for 2 years .
• Excellent communication: You exhibit clear and professional verbal and written communication with clients and colleagues across the globe. You understand how important it is to restate key instructions and statements while also making sure to ask for any clarification, being informative and straightforward.
• Inquisitive: You are keen to learn, use, and understand our evolving product. You have the adaptability and curiosity to adjust to new features, functions, and workflows and, utilize them to their fullest capabilities always looking to educate the client.
• Client relationship management: You give your best energy and ideas to continuously improve your client and internal relationships. Maintaining exceptional client sentiment and focusing on retention is what drives you.
• Exceptional Client Service: You are committed to showing up each day as the best version of yourself as well as being the best client service advocate you can be.
• Open: You are open to new ways of working, learning, and creating the best possible environment for you, your clients, and your team.

Salary & Benefits:

- $55,000 basic salary

- Office in Fulton market

- Gym membership contribution

- Healthcare, Dental, and Vision insurance

- 20 days of PTO 11 bank holidays

- 5 paid sick days

- Simple IRA (equivalent to a 401K)

- Breakfast & snacks in the office

- Social events

- Focus on continuous training and access to conferences

- And you’d probably like to know that we have a hybrid working model (10 days a month in the office minimum) but it is an open door so feel free to come in more if you'd like! Please note that for the first month you will be required to come in full-time 8am-5pm.

Proof of eligibility to work in the United States is required.