Customer Experience Level 1 Jobs

About Sycle

Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide.

The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with offices in Alabama and Vancouver, and a large remote workforce. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply!

Position Requirements As a vital part of the Sycle Team, the Customer Experience team level 1 role provides technical customer service and support at a level of excellence to exceed the customer’s expectations.

Key Competencies required

• Customer Focused: This person will serve as the front line to Sycle’s 6000 customers. This will involve managing customer inquiries and helping customers get the most out of Sycle.

• Communication Skills: Ability to effectively listen and communicate with Sycle customers and the internal Sycle team.

• Learning Ability : Candidates must be quick learners. Knowledge of our core software and the ancillary products is a must to effectively support existing and new customers. Looking for a proven ability to learn various ideas, backgrounds, and concepts. Picks up a new concept quickly.

• Teamwork: Sycle is a dynamic, fast-paced environment. We are looking for individuals that will be proactive and take the lead in solving our customers technical issues while partnering well with critical functions such as Customer Service and Marketing.

Position Responsibilities

• Understand the functionality of the Sycle platform and be able to communicate information in a succinct and timely manner to customers

• Ability to build professional relationships with the customer to maintain their satisfaction with Sycle’s product and services

• Providing basic information and training for new Sycle users

• Provide account maintenance and support, including clinic additions, clinic cancellations, billing updates, ownership transfers, subscription renewals, and sending out User Agreements through Echosign to reflect these changes

• Facilitate data migrations for clients by acquiring the data and initiating migration tickets with the engineers

• Identify problematic workflows that disrupt the proper functionality of the software

• Report core functionality suggestions for Sycle through feature requests

• Understand common FAQs and how to resolve them

• Provide browser support for Internet Explorer, Mozilla Firefox, and Google Chrome by clearing cookies and cache, setting file associations, setting security and pop up exceptions, and disabling and enabling plugins and flags

• Understand Sycle reporting functions and how to acquire the information that the customer is seeking

• Remain informed on software bugs and other system issues to help troubleshoot with customers

• Effectively manage cases through Sycle’s CRM system, Netsuite

• Escalate issues as needed in a timely manner

Basic Qualifications

• 2-3+ years of technical help desk experience

• Strong Customer focus orientation.

• Strong problem analysis and problem solving skills

• Effective at implementing processes and procedures

• Strong verbal and written communication skills

• Must be high energy with a results-driven personality

• Ability to form positive relationships