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Customer Support Specialist
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Steelhead Technologies
Calumet Township, MI (In Person)
$42,640 Salary, Full-Time
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Job Description
CUSTOMER SUPPORT SPECIALIST ABOUT STEELHEAD TECHNOLOGIES
Steelhead is building the platform to power the manufacturing job shops that move our world forward. The Steelhead platform delivers tens of mission critical tools such as quoting, workflow, scheduling, shipping, invoicing, reporting, time sheets, accounting, and much more into a modern solution, eliminating many point solutions for our customers. Steelhead customers benefit from visibility on profitability, quality, and more, while saving time and improving customer service. Steelhead has established product leadership in metal finishing and is working quickly to expand its customer base.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.
COMPENSATION AND BENEFITS
- Target starting compensation of $18-$23/hour. Flexible depending on experience and qualifications.
- Dental, Health, and Vision Insurance.
- Paid time off and career development opportunities.
WHY JOIN STEELHEAD TECHNOLOGIES?
- Be part of an innovative company driving transformation in the job shop sector.
- Work in a collaborative, high energy environment where your contributions make a direct impact.
- Opportunity to grow your career while working to support our vision to elevate manufacturing.