Customer Support Specialist
Job Description Do you enjoy making the complex simple? Are you motivated by delighting customers and representing a team? Can you track your work and keep your promises? Heuristic Solutions is looking for a Customer Support Specialist to join our LearningBuilder Implementation team. This is a dynamic position with opportunities to work with a cross section of clients in a variety of industries. In this position, you will be primarily responsible for resolving existing customer support requests and modifying existing LearningBuilder implementations. Over time, we expect you to be able to assume additional responsiblities in managing customer relationships and system configuration. On any given day, you may find yourself: Responding to customer support inquiries Configuring and testing the LearningBuilder software to meet customer requirements Organizing and tracking work using our project management software Communicating with customers, resolving escalated issues, and coordinating with Tier III technical support. Getting things done by holding yourself, project team members, and customer accountable for meeting commitments Contributing to a fun work environment A secondary responsibility of this role is supporting general product development and communications, which may involve: Coordinating customer meetings and action items Documenting customer requirements using workflow diagrams, meeting minutes, and other client documentation Documenting new product features Creating / contributing to customer training content New feature testing For LearningBuilder Implementation Analysts, the work does not stop when the analysis is done. As you gather requirements, you will configure the system to reflect customer needs. You will use our Visual Rules Engine and Workflow Editors to build applications, construct forms, author notifications, and manage payments - all without any programming. When you finish your project, you will have a functioning production system ready for launch. If you love the analysis portion of a business analyst but have always wanted to have a greater role in getting a system across the finish line, this job is for you. Key indicators of success in this role are attention to detail and follow-through, commitment to continual improvement, proven teamwork and communication skills, passion for delighting the customer, and an awareness of when and how to ask for help when you need it. About Heuristic Solutions Heuristic Solutions is a technology consulting firm founded in 1996 and headquartered in Arlington, VA. We are pioneers as we search for new and innovative ways to solve problems; we act intentionally to deliver predictable success; we achieve excellence as a team. We value diversity and seek people that will show up every single day ready to make a fresh contribution. LearningBuilder is our state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 900,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team. Come join us! Requirements The ideal candidate will. . . . . . have at least 2 years of experience in a customer facing role. . . . be proficient Office software and familiar with business software. . . . demonstrate strong verbal and written communication skills. . . . be able to work collaboratively and effectively with diverse staff, colleagues, and clients. . . . enjoy learning and actively be working to expand their knowledge base and worldview (tech or otherwise). . . . be present in our Arlington, VA Headquarters. This is not a telecommute or work-from-home position. Range of experience / multiple positions: The Customer Support Specialist position is an entry level role. We have needs for both advanced professionals and people newer to the world of business analysis. The expectations for each level are commensurate with experience. We encourage candidates with a Liberal Arts degree to apply. At this time our recruiting efforts are limited to the Washington Metropolitan region. Benefits Parking, 401k contribution, health insurance benefits, paid time off, office dog.