Sustainability that means business
Who we are:
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do:
At AMCS, our software enables some of the largest enterprises to manage their data. We are more than a software company – we are a solutions provider. Bringing robust industry process and field knowledge to our customers, we deliver an intuitive experience for the folks in the field and office alike. Our secret sauce lies in the configurability of our platform. No two operations are the exact same – combining our industry expertise and flexibility of our platform, we solve for some of the most complex operational challenges.
Our people:
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
About the Role:
The Enterprise Technical Support Consultant role is responsible for managing some of AMCS’s largest customers in a technical support function to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction. The Leader is customer-focused, extremely organized, and passionate about customer service and success. Outstanding communication skills, time management, and attention to detail are key attributes in this role.
Responsibilities:
• Define and measure key performance metrics for the support of our largest customers to drive service quality, customer satisfaction, and client retention. Set goals (Rocks) and review function performance daily, weekly, quarterly, etc.
• Understand AMCS product offerings and roadmap inside and out, utilizing internal resources to seek clarity on areas of confusion that are of interest to our customers.
• Work cross-functionally with Marketing, Sales, Customer Success, Professional Services, Engineering and Product teams to identify areas of improvement that can reduce overall ticket volume.
• Provide a productive and motivating working environment for your peers, keeping them accountable and removing any roadblocks.
• Address sensitive escalations from customers or clients using top-tier mediation skills.
• Build and deploy support processes and tools that improve and enhance the customer experience, maximizing internal efficiency and keeping our customer base engaged.
• Collaborate with Account Management or Services teams to identify opportunities for existing customers to grow or use more services.
Skills/Requirements:
• Expert communication skills (verbal and written) with the ability to communicate to technical and non-technical audiences
• Bachelor’s degree
• 5+ years of relevant customer support experience
• Has knowledge of project management, and possesses analytical/problem solving skills
• Ability to lead, manage direct reports and motivate them to achieve the individual and team goals.
• Enjoys an environment where change occurs often, and every day brings something different or new
• Results oriented and have teamwork and relationship building skills
• The ability to make technology work to your advantage
• A positive personality, combined with a strong customer service orientation
• The ability to quickly establish strong relationships with a diverse group of people
• Experience with Zendesk, Confluence, JIRA ideal