Job Description
Customer Success Agent Sentinel Systems Golden, CO Job Details Full-time $39,000 - $41,000 a year 4 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Paid sick time Qualifications Electronic meters Computer operation Digital multimeters Customer relationship building Interpersonal skills Peripheral setup Electronic systems troubleshooting Windows Software installation Electronics voltage testing Managing clients in a customer support role Computer hardware Customer engagement Customer support Peripheral hardware support Full Job Description About the Role The Customer Success Agent at Sentinel Systems LLC is responsible for helping self-storage operators successfully use our property management software, access control software, and connected hardware (keypads, control boards, gate systems, etc.). This role blends technical troubleshooting, product training, and relationship management to ensure our customers get maximum value from our platform. We believe in investing in our team. Learning our comprehensive product line takes time, and we provide the hands-on training you will need to master our systems, succeed in your role, and grow with the company.
Key Responsibilities Customer Support & Issue Resolution:
Serve as the primary point of contact for customer inquiries via phone, email, and remote sessions. Troubleshoot software issues related to property management (tenant accounts, billing, reservations, reporting) and access control (door/gate access, user permissions, schedules, alerts). Diagnose hardware-related issues, including keypads, control boards, gate/door controllers, and basic network connectivity problems. Document all interactions, troubleshooting steps, and resolutions in our ticketing/CRM system. Onboarding, Training & Adoption:
Guide new customers through the onboarding and setup of Sentinel Systems LLC's solutions. Provide one-to-one and group training sessions on core features and best practices. Proactively monitor customer health and usage to identify adoption gaps and provide additional training. Technical & Product Expertise:
Maintain a strong understanding of software workflows, access control configurations, basic hardware installation concepts, high-level wiring basics, and common field issues. Test updates and new products before they are shipped to customers, reporting any difficulties encountered at your own workstation. Work closely with internal technical teams (Engineering, Product, Implementation, and Field Technicians) to escalate complex issues. Contribute to and maintain up-to-date knowledge base articles, FAQs, and how-to guides. Customer Relationship & Retention:
Build strong relationships with key users, managers, and owners at each facility. Identify at-risk customers and take proactive steps to re-engage and stabilize them. Gather customer feedback to communicate product enhancement requests and recurring pain points to the Product team. Process Improvement:
Identify recurring issues and propose improvements to documentation, training, or the product itself. Participate in internal training sessions to stay current on new features, hardware revisions, and integrations. Requirements & Qualifications Exceptional problem-solving, troubleshooting, and customer support skills. Strong verbal and written communication abilities. Knowledgeable in Microsoft Windows operating systems (Windows 10 and 11), including installing external hardware and printers. A strong work ethic and the ability to build relationships with customers and internal teams. Basic knowledge of electronics and the ability to use a multi-meter. Preferred Qualifications (Bonus Points) Computer Science Degree or related certification. Basic understanding of computer networking principles. Experience with database reporting tools, specifically Crystal Reports. Benefits After a 90-day probationary period, you will be eligible for our comprehensive benefits package, which includes: Paid vacation and paid sick time Health, Dental, and Vision insurance Employer-matching 401(k) retirement plan Life insurance Pay:
$39,000.00 - $41,000.00 per year Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Work Location:
In person
