Customer Support

Customer Support

  Not Disclosed

  Rolling Meadows, IL

  12.0 Months

  Not Disclosed

  Not Disclosed

  Consulting

Job Description

Description :

Customer support
Customer service

Work as part of the PMO team, and coordinate with business capture team to ensure the contract terms and proposal/demo terms are included in the product configurations and changes during requirement gathering phases.
Onboard new clients by facilitating initial discussions/presentations, completion of SOWs and other onboarding formalities such as kickoff meetings and sandbox creations.
Coordinate and attend client meetings, and ensure timing and objectives are met for all client milestones.
Develop, maintain, and communicate updated project plans and functional specifications with clients before every meeting during implementation phase and get approval for delays/changes.
Facilitate smooth and regular interaction between our company, our clients, and product development/testing teams.
Handle User Acceptance Testing (UAT) and training with all stakeholders at the end of implementation for each product.
Manage ongoing technical and help desk support for all users of the product.
Conduct product initial and refresher demos and training sessions for client stakeholders and other users as and when required.
Evaluate and analyze client’s change requests and bug notifications during the contract lifecycle for prompt response and resolution.
Act as a client advocate and build trust and transparency with each client and promote loyalty and revenue growth.
Develop and maintain healthy client relationship during initial selection, renewal, or closure.
Manage leads developed through local and national conferences with current clients and prospects, and ensure timely follow-ups
Take part in new business development and sales activities with prospects as needed.
Follow corporate housekeeping activities such as daily reporting, adding intranet records for client details, contacts, meeting minutes and key documents .

Customer support:

Customer Coordination / Management
Customer and end user training and user testing (UAT)
Help desk and customer support (Level 1 and Level 2)
Experience in Software implementation specialist. Client implementation support
Customer management/service/training/testing/helpdesk/support, etc.

Note :

Working hours 9 am to 6 pm CST.
Partial or full remote operation will be considered for suitable people .
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status