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Posted: Friday, March 10, 2017 7:40 PM

Job Description:/h3:
The Accruent Customer Support team goal is to break out of the mold and innovate Customer Support with a focus on the customer experience, problem:solving, and leading with continuous improvement. As one of the leading members of the team, you will play a key role in the execution of our Customer Support strategy and operations by ensuring adherence to all support policies and helping to find and train the team.
The Support Team Lead is responsible for coordinating the work of Support Engineers who provide support for Accruents Enterprise Location Management and Facilities Management solutions. The position involves interacting with various departments within Accruent and with the other Support Team Leads to ensure that all teams are trained appropriately. The Support Team Lead is responsible for identifying ways to improve the performance of their team and completing assigned strategic objectives.
ESSENTIAL DUTIES and RESPONSIBILITIES
:Track metrics, identify trends, and present results to Leadership team
:Ensure that the support team is on pace to meet all defined objectives
:Spend time with individual team members to facilitate career growth at Accruent
:Document, improve, and develop new Support processes
:Understand, prioritize, and present customer issues to various departments within Accruent based on severity and client business impact
:Maintain a working knowledge of Accruent:supported products and technologies
:Serve as escalation point for customer issues.
:Consistently demonstrates Accruents values: respect, integrity, drive to excellence, results orientation, winning attitude, and hard work.
:Complete other duties as assigned by Accruent management
KNOWLEDGE, SKILLS and ABILITIES
:Minimum of 2 years telephone customer support experience
:Experience in communicating and technical writing
:Strong verbal and written communication skills
:Good team player with ability to work both within a team and independently
:Ability to make sound decisions based on customer needs and technical knowledge
DESIRED SKILLS/EXPERIENCE
:Undergraduate degree in related discipline (required; Engineering/CS/MIS degree preferred)
:Experience with software and/or database languages
:Written and spoken multi:lingual skills.
:Prior Experience in a product support role
ABOUT ACCRUENT
Accruent helps real estate and facilities leaders deliver long:term, world:class operational and financial performance through industry:specific suites that deliver greater customer value. Accruents solutions are at work in more than 5,400 leading organizations worldwide, including 40 percent of the top 100 retailers, 20 percent of the Fortune 500, 40 percent of the leading universities, all of the top 4 U.S. wireless carriers, 55 percent of U.S. hospitals, and leading service providers managing more than 4 billion square feet of property. Founded in 1995, Accruent is headquartered in Austin with U.S. offices in Santa Monica, Evanston, Columbus, Pittsburgh and Boston. Outside of the U.S., Accruent has offices in Vancouver, BC; Burnaby, BC; Calgary, AB; Vaughan, ON; Reading, UK and Hong Kong. For more information, visit accruent.
Accruent is an Equal Opportunity, Affirmative Action employer. Women, minorities, veterans, and individuals with disabilities are encouraged .
Company Description:/h3:
ABOUT ACCRUENT

Accruent was founded in 1995 to help real estate and facilities professionals deliver long:term, best:in:class, operational and financial performance. Our customers are leaders in major industries, including retail, wireless, higher education, property management, healthcare, and the corporate world. We provide global solutions to 1200+ organizations in 120 countries.

You can find Accruent software at work at nearly 40 of the Top 100 Retailers, 20 of the Fortune 500, 30 of the Top 50 Universities, 35 of U.S. hospitals, all of the top U.S. Wireless Carriers, and leading service provider

Source: https://www.tiptopjob.com/jobs/64494186_job.asp?source=backpage


• Location: Austin

• Post ID: 17585109 austin
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