About Align

Align is a cloud based business operating system designed to keep companies on the path to executing their key business priorities. Align is currently used by more than 800 companies in all industries in over 64 countries.

Customer Service and Technical Support Representative:

The “Customer Service and Technical Support Representative” will service and support existing users who reach out to Align for either help with respect to account issues or technical problems encountered with the software. You will assist all customers in a timely, respectful manner and strive to exceed the customer response time commitments we make to Align customers. You will assist customers through the use of email, phone, by developing recorded screen shots and videos, or live screen shares when customers need assistance. Customers may either be monthly or annual subscribers or trial version users. It is important you understand the role you play in both retaining existing customers and attracting potential new customers in a trial period.

Responsibilities:

The Customer Service and Technical Support Representative is responsible for all incoming help, technical support or customers service requests and inquiries sent to info@aligntoday.

  • Responsible for responding to and communicating with customers about account information.
  • Responsible for responding to and communicating with customers about product issues, technical issues, and help requests.
  • Participate in daily and weekly huddles by sharing high level information from the service and support department of Align by making team members, specifically the product management group aware of issues as they arise.
  • Must be able to handle the complete spectrum of the customer service and technical support cycle from initial outreach of the customer to the resolution of the customer issue.
  • Help identify areas where we can improve the customer experience both around the process of becoming a customer and using the product.
  • Work with other team members to collaborate, learn and grow the overall Align business.
  • Provide as-needed support to other operational groups and key management members on matters and tasks unrelated to support.
  • Must be able to handle the complete spectrum of the customer service and technical support cycle from initial outreach of the customer to the resolution of the customer issue.
  • Help identify areas where we can improve the customer experience both around the process of becoming a customer and using the product.
  • Work with other team members to collaborate, learn and grow the overall Align business.
  • Provide as-needed support to other operational groups and key management members on matters and tasks unrelated to support.

Skills:

  • Experience with Salesforce a plus
  • MS-Office skills required
  • Positive attitude and pleasant personality 🙂