Customer Success Specialist

Kforce has a client in Atlanta, GA that is seeking a Customer Success Specialist. Summary: As Customer Success Specialist, your role is to work with customers to overcome technical issues and knowledge hurdles involving their use of our client's photo and concessions software. This is a prominent and integral position on a small support team. Customer Success Specialists serve as Tier 1 support for issues related to the onsite activation and customer online photo retrieval. Both written and verbal communication skills are key aspects as issues related to software, hardware and websites will be resolved via phone and email support. Successful staff must be creative thinkers and problem solvers, results-driven, personable, efficient under pressure, and enjoy working on a team. Ideally, you are excited about:

• Helping customers resolve their issues and following up to ensure satisfactory resolution
• Championing customer needs in manner that conveys empathy and builds lasting relationships
• Participating in daily team meetings to update on issues, key learnings and new tasks
• Working in a fast-paced environment that may require prioritizing competing requests
• Constantly looking for ways to improve processes and being empowered to help implement these changes
• Working in a small team environment where everyone has a voice

• Taking technical support phone calls from retail store employees & managers
• Assessing, solving, and escalating any and all issues that come to your phone
• Logging all communications via ZENDESK
• Contacting stores that do not upload or have issues uploading
• Contacting stores for equipment/software updates (via phone or PC access)
• Being available for Tech Support during scheduled hours
• Assisting with in-office tasks (if applicable)
• Prepping equipment for shipping (if applicable)
• Testing and checking in returned equipment (if applicable)
• Ability to maintain positive upbeat attitude regardless of external stressors
• Ability to multi-task and have strong verbal and written communication skills
• Ability to create action plans to drive customer issues to successful resolution
• Ability to work independently within provided guidelines, but without constant supervision
• Experience with Microsoft Suite, Zendesk, Trello or SCRUM/Lean principles is a plus
• Ability to work weekend, holiday and evening hours