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Support Analyst - Customer Success

Touchtown Inc. (www.touchtown.us), a technology company in Oakmont, PA, is the world’s leading provider of resident engagement products like Digital Signs, In-House Channels and Community Apps for the senior living industry. Over 1,200 senior living communities across North America trust Touchtown’s software, and our best-in-class customer service.  In 2016, Touchtown was awarded a Carnegie Science award for Information Technology.  Touchtown was also named one of the Best Places to Work in 2017 by the Pittsburgh Business Times.  Aside from winning prestigious awards - we laugh a lot and have tons of fun through in-office programs like Beer Thursday.

Touchtown’s Customer Success team is focused on delivering excellent customer implementation and support by being there for our users when they need us most. Our team engages customers across the country through our online resources and personal outreach. We represent the voice of the user and work closely with all departments—including Product Management, Software Engineering, Sales, and Marketing—to make our products and processes better. We want the user’s Touchtown support experience to set new standards, just like Touchtown’s products do. Our team cares for customers by solving problems, scaling solutions and sharing user feedback with internal teams to influence product development. 

We have an immediate full time opening for a Customer Care Support Analyst within the expanding Customer Success team.  As a Customer Care  Support Analyst, you will be an expert in Touchtown hardware and software, analytically minded, self-starting, detail oriented, and skilled at solving problems and explaining complex issues.  The core functions of this job include interacting with our customers daily to help solve their issues and train them on how to use our system.

We’re looking for people who are passionate about focusing on the user experience, including improving Touchtown’s internal systems and processes and helping users get the most out of Touchtown. If you’re excited about a collaborative, energetic environment and helping improve the quality of life for seniors, join us!

Responsibilities:

  • Develop and maintain product expertise and work closely with other support and product team members to provide outstanding project support throughout a customer’s initial implementation of Touchtown’s products.
  • Coordinate and execute QA testing across hardware and software platforms.
  • ​Manage relationships with users including corporate project managers, community admins and residents.
  • Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings.
  • Research new hardware to improve our Cost of Goods as well improve performance for our customers.
  • Continually evaluate Touchtown’s processes, including internal and external processes, and recommending possible improvements that will allow us to continue to efficiently grow.
  • Contribute to shaping our business systems, including helping to improve our Salesforce.com operations
  • Create and engage users through training webinars and live sessions.
  • Respond effectively and efficiently to customer issues via phone, email, and live chat.

 

Qualifications: 
This role requires a strong background in computer hardware and operating system configurations. You must have customer-facing experience and a solid understanding of new technology; both hardware and software. 

Minimum qualifications:

  • BA/BS degree or equivalent practical experience.
  • 1-5 years of relevant experience.

Preferred qualifications:

  • Technical aptitude and forensic skills to identify and effectively escalate issues
  • Self-starter with ability to work on multiple initiatives at the same time; excellent project management skills.
  • Attention to detail with the ability to effectively multitask and work independently.
  • Excellent written and verbal communication skills. Ability to work effectively cross-functionally with proven track record of driving results.  
  • Must love people, be energetic, empathetic, and have a strong desire to help others.

 

Compensation:

We offer a compelling compensation package consisting of:

  • Competitive base salary
  • Quarterly company profit sharing
  • Generous Paid Time Off
  • 401(k) retirement plan
  • Health care benefits
  • Stock options commensurate with your role
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