Customer Support Specialist

ROLE OVERVIEW

This is a full time, in person position at our Calumet, MI office. Steelhead Customer Support Specialists provide critical knowledge and technical support to all customers using the Steelhead platform. Customer contact occurs via email, phone, text, zoom, and occasionally in-person.

As a representative of Steelhead, Customer Support Specialists are a crucial point of contact for customers facing technical difficulties, questions on using the Steelhead software, and devices and web browsers used to access the Steelhead platform.

Customer Support Specialists will engage with existing customers to build trust, provide training, drive adoption of new features, and proactively identify existing issues before they become emergencies.

This position is flexible and adaptable to the needs of the company; other duties may be assigned.

KEY RESPONSIBILITIES

· Answer customer phone calls, emails, text messages, and support tickets promptly; provide critical knowledge and technical support.

· Build relationships with customer contacts. Generate trust and credibility at multiple levels in existing accounts.

· Educate customers and their teams on the value of our product. Help uncover issues before they become emergencies.

· Proactively engage with customers to drive expansion and adoption of our software features and services.

· Assist in monitoring and maintaining customer account health.

· Work cross-functionality with the engineering, sales, and customer outcomes teams.

· Provide clear communication to the engineering/product team to help assist with issue resolutions.

· Other duties assigned.

WHY YOU’LL LOVE THIS ROLE

· You will play a crucial role in helping Steelhead customers use and understand the platform.

· You will expand your skill set in communication, problem solving and critical thinking.

· You will gain exposure to both the metal finishing and software development industries.

QUALIFICATIONS

· Strong communication skills, both written and verbal.

· Strong work ethic, coachable, motivated, and resilient – thrives in a fast paced, customer facing role.

· Ability to thrive in a collaborative, team environment.

· Ability to thrive independently.

· Curiosity is key, we are a customer obsessed organization.

· Has some background in a previous customer facing role.