CoLabs is a software incubator that partners with industry leaders to build cloud-based solutions, using artificial intelligence and machine learning, tailored to specific industry challenges.

We take our customers’ problems very seriously, and providing quick, friendly help to our users is a top priority throughout the company. The work environment here is casual and fun.  Being a Customer Support Engineer (CSE) requires, above all, the ability to learn. CoLabs is currently looking for an exceptional CSE who possesses a passion for innovative technology and delights in achieving superior customer satisfaction, while working collaboratively within a team-focused environment. You will work and learn from an experienced and highly impactful team that will ultimately prepare you to either join the Development or Sales Teams.

Job Overview:

• Responsible for successful adoption of the IntelAgree software with new and existing clients.
• You will work closely and collaboratively with multiple departments within CoLabs in order to drive customer renewals, build deeper business relationships with our customers to ensure effective product adoption/usage, and measure customer reference-ability.
• Proactively advise accounts within a defined set of clients based on perceived risk, potential growth, strategic value, and renewal time frame.
• Developing specific account plans for each customer that outlines their critical success factors for renewal & positive reference-ability.
• Ensure customer adoption of the new product features.
• Guide customers through the onboarding and implementation of our software.
• Acting as a liaison between other Collab departments (customer support, sales, professional services, product management) to collaborate on specific sales opportunities, customer related projects or, as needed, escalate critical customer issues.
• Answering IntelAgree customer emails, phone calls or chat messages, asking questions and gathering information to quickly resolve issues.
• Researching a customer’s technical issue, using your software product knowledge to help correct a problem, or escalate to an IntelAgree technical resource.
• Managing customer expectations regarding estimated response times for issue resolution.
• Continuously recommends improvements to internal processes, technologies, and workflow to improve customer experience, maximize efficiency of internal teams, and drive improved results to your Manager.
• Position is measured on: Number of engagements, positive references, collaboration with the team and being an all-around champion of CoLabs!

Requirements:

• Four year degree in Business Administration, Information Technology, or related field, or comparable work experience in related field (Customer Success, Account Manager, Customer Service)
• Must be authorized to work in the U.S