Customer Success Representative
About The Position
The Customer Success Representative at WCCTV serves as the primary point of contact for customers, delivering exceptional service and technical support while fostering long-term relationships. This role is responsible for onboarding customers, resolving service and product issues, providing training, and maximizing the value of WCCTV’s products and services. The position plays a key role in ensuring high customer satisfaction, retention, and identifying opportunities to support business growth. WCCTV offers the opportunity to work in a fast-growing, dynamic environment where customer success is central to business performance. This role provides hands-on experience across customer support, onboarding, and product training, along with exposure to cross-functional collaboration with Sales and Operations. Employees are empowered to build meaningful client relationships while contributing to innovative security solutions and organizational growth.
Requirements
- High school diploma or equivalent required
- 3–5 years of B2B customer service or technical support experience required
- Proficiency with CRM and help desk ticketing systems required
- Intermediate skills in Microsoft Office and email systems
- Strong verbal and written communication skills
- Excellent interpersonal and customer relationship-building skills
- Proven problem-solving and analytical abilities
- Strong organization, time management, and multitasking skills
- High attention to detail with strong follow-through
Nice To Haves
- Associate degree in Business or related field preferred
- Experience with customer onboarding and product training preferred
Responsibilities
- Serve as the first point of contact for customer inquiries via phone and email, resolving service and technical issues
- Provide first- and second-level technical support, including analytics setup and troubleshooting
- Escalate complex issues to technical teams following initial diagnosis
- Conduct customer onboarding sessions, including product setup, service confirmation, and process explanation
- Maintain accurate records of all customer interactions in the ticketing system
- Perform pre- and post-installation follow-ups to ensure quality and customer satisfaction
- Deliver remote and on-site customer training and identify additional sales opportunities
- Support partnership accounts and assist with remote installations
- Manage RMA and product return processes, including repair coordination and customer communication
- Collaborate with Sales and Operations teams to ensure customer expectations are met
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
