Customer Support Technician

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary:

At NAVEX, our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.

As our Customer Support Technician, your primary responsibility will be front line support for Customer Administrators of our solutions. Gaining the confidence and trust of your stakeholders through active listening and problem-solving will be critical to your success. Typical support requests may include answering product how-to questions, assisting customers with system configuration changes and troubleshooting technical issues. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!

• Inspiring Culture. Invested teammates, belonging groups, and a socially determined culture
• Meaningful Work. Innovative products and solutions with real life impact for people and organizations
• Career Growth. Stellar training, mentorship, and an unwavering commitment to your growth and success
• Life Flexibility. To care for you, your loved ones and your community
• Industry Leadership. A highly reputable, fast growing and consistently profitable organization
• Real Rewards. Competitive and transparent pay practices, wellbeing programs and benefits with choice

• Accurately and efficiently manage customer support requests via phone, email and customer portal within service level agreement requirements
• Diagnose, prioritize and troubleshoot customer issues through to resolution
• Develop a complete understanding of customer's needs and problem to assist with system configuration changes that meet their expectations
• Consistently educate/train customers on solutions with the goal of helping them achieve their objectives with our systems
• Leverage your product and platform knowledge to identify potential system and customer relationship enhancements, including upsell opportunities within existing customer base to optimize customer system performance
• Interpret and communicate specialized technical material into information usable by customers
• Establish project tasks, related timelines and update NAVEX's CRM
• Work with cross-functional teams to ensure customer objectives are met, including customer input communications to product development
• Manage confidential and proprietary customer information

• A Bachelor's degree and prior work-related experience or equivalent preferred
• 1+ years of experience in a customer service or customer support role preferred
• Proficiency in Windows and Microsoft Office
• Strong technical aptitude with general understanding of website functionality and related technologies
• Ability to learn and assimilate new information quickly
• Ability to independently evaluate and define customer and system needs
• Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
• High level attention to detail with excellent planning, follow through, reliability and organizational skills.
• Will need to be able to define and deliver on priorities with effective time management
• Excellent verbal and written communication skills and a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds

• Each team member is required to have a career plan in place and reviewed with their manager after six months with our team.
• The minimum starting pay range for this role is $20.67/hr.
• Pay progression is based on performance.