Senior Client Services Representative

Cedar Gate Technologies Inc

2d•Remote

About The Position

Cedar Gate Technologies is eagerly seeking a dynamic and dedicated Senior Client Services Representative for our Product Support Team to deliver exceptional front-line technical support to our end-users while effectively managing product and data issues. In this pivotal role, you will play a key part in shaping a positive customer perception of our support services and product quality. You will contribute to the development of reports and streamlined processes that will empower Cedar Gate to consistently surpass our support service level agreements (SLAs). As you gain experience with us, you will have the opportunity to train and mentor new members of the Product Support Team. Join us in making a meaningful impact and enhancing the customer experience!

Requirements

A minimum of three (3) years of technical support experience for SaaS products.
Proven expertise in data analytics that drives impactful insights and informed decision-making.
A Bachelor's degree from a recognized and accredited college or university.
Currently eligible to work in the U.S. without assistance in getting an employment visa or work authorization.

Nice To Haves

Experience in navigating and leveraging healthcare data environments.
SQL experience, especially in reading and understanding scripts
Experience with Salesforce
Diverse experience achieved from working for a startup company

Responsibilities

Triage and respond to incoming client support requests
Coordinate with Product and Data Management teams on issues that require resolution and communicate updates to client
Support the Account Management team by tracking, escalating, and resolving both general and client-specific issues
Develop action plans around incoming client inquiries, responding to client requests, and escalating issues
Own, track, report, and manage support SLAs and ensure delivery against requirements and company goals