Description

Infotech is seeking multiple Customer Success Specialists to support and guide a seamless customer experience for ITI Products, a suite of web-based products supporting the civil and infrastructure construction industry.

Who We Are

If you are driving on a highway in North America, there is a good chance that Infotech software was used to build it. In the U.S., 88% of state transportation agencies use Infotech-developed software to manage their road construction projects. We support all aspects of road construction from managing bids to secure document signing to cost estimation and inspection. As an Infotech employee, you'll play a direct role in building and improving the construction and safety of road and highway infrastructure.

With a diverse workforce and collaborative, relaxed environment, Infotech is a Gainesville-born pioneer of innovation, committed to its family of employees, customers and community. We are known for our people-first culture, outstanding employee retention rates, and work-life flexibility - a flexibility that has allowed us to transition with ease to a flexible remote workforce during the COVID-19 pandemic.

For the second year in a row, Infotech is ranked No. 21 among Florida Trend's "Best Companies to Work For" in the large company category.

What We Are Looking For

Infotech is seeking multiple Customer Success Specialists to join the Customer Success team for ITI Products, a suite of web-based products used in the road and infrastructure construction process.

In this role, you will respond to customer inquiries and quickly resolve customer concerns via phone, chat, or email. Acting as the first point of contact with Infotech customers, you will serve as a liaison by recording and documenting customer interactions and reporting issues or concerns to internal stakeholders with accuracy and efficiency. In addition to customer support duties, you will support the complete customer experience by assisting in product training and customer onboarding. If you are a service-driven team player with the ability to multitask, solve problems, and create lasting professional relationships in a high-volume, fast-paced environment, this is the role for you.

This is not your typical support center. The Customer Success team is a close-knit group where you will become part of a chosen family that encourages and challenges each other on a daily basis. They are known company-wide for their hard work, great reputation with our customers, and their Daily Hello meetings where Zoom background contests are to be expected.

TYPICAL DUTIES:

• Resolves customer concerns via phone, online chat, and email; escalating as needed; follows up to ensure resolution and customer satisfaction.


• Offers consistent excellence in service, providing first-level support for Infotech's products.


• Supports and co-leads product training and onboarding for new and existing customers of ITI Products.


• Guides customers in product re-training, providing best practice tips, and following up to ensure long-term success.


• Acts as a liaison between customer and product, providing accurate, valid, and complete product/services information and helping to resolve any emerging problems or technical concerns.


• Builds sustainable relationships and trust with customer accounts through open and interactive communication.


• Researches and executes special projects that further the efficiency and effectiveness of Infotech and its customers.

QUALIFICATIONS:

Minimum Qualifications

Bachelor's degree in a related field; associates degree and 2 years of relevant experience; or an equivalent combination of education and experience.

Preferred Qualifications

• 2+ years' progressive experience in customer service or as client service representative.


• Experience in the construction and/or software engineering industry.

Technical Skills

• Knowledge of or ability to quickly learn customer relationship management systems and computer telephony integration technology such as Salesforce and Cisco Agent or similar.


• Experience using JIRA, Confluence, and Google Analytics.


• Microsoft Office (Word, Excel, PowerPoint).


• Communication Tools: Slack, Zoom, Google Meet, or similar.

Location

Infotech is located in Gainesville, Florida. Come to work in our state of the art facility in Celebration Pointe where you can enjoy daily visits from award-winning food trucks and stunning nature views over Split Rock Conservation Area.

Infotech is a flexible employer. This position is open to fully remote candidates. Preference may be given to candidates able to commit to a flexible remote work arrangement that requires a consistent cadence working from our Gainesville headquarters.

Other Requirements

The position requires schedule flexibility for shifts outside of Infotech's traditional business hours. This position may require occasional travel.

Hiring Timeline and Application Instructions

This position will remain posted until filled. Resume is required. Cover letters are strongly encouraged.