Customer Relationship Representative - InfoView Data Solutions

Responsibilities

• Must be self-disciplined, self-motivated, and a good team player
• Must have excellent presentation and communication skills (verbal and written)
• Must have the "can do" attitude and willingness to learn new skills to improve performance
• Must have active listening skills and communicate effectively to customers
• Must have a "customer first" attitude where customer needs ALWAYS come first
• Must have the ability to learn technology skills quickly
• Work and perform your responsibilities following the InfoView Way Principles, InfoView Core Values, CST Policies, Processes, and Procedures
• Must have the ability to accept criticism and work through them
• Respond to customer needs/requests virtually between 7 am and 9 pm via phone, email, skype, and/or WhatsApp. Occasional weekend (Saturday or Sunday) work is required to address customer needs at the school’s campus or virtually
• Provide daily updates to your lead and/or management on your customer's request, task assigned (Github issues), issues from customers, and customer visits
• Must meet and exceed the expectations of management and team leadership
• Manage all aspects of the customer relationship process and after-sales activities.
• Log and create customer request tickets on Github
• Resolve all customer requests assigned to you
• Ensure all customer issues are resolved before visiting customer sites
• Collaborate with the engineering/technical team on customer complaints or requests to ensure that customer needs are incorporated into our products and services
• Travel to schools to visit and address their needs and concerns
• Conduct customer (teachers, administration & parents) training onsite and online using Zoom or Google Meet
• Create customer training materials (Videos, Help Documents, Etc) about InfoView software products, SOP and processes
• Create a database of all schools assigned with decision makers and influencer's details
• Marketing/cross-selling of other InfoView services and software features
• Create and maintain strong business relationships with all levels of customer/school organizations
• Drive customer needs to completion
• Document site visits by taking good pictures for branding purposes
• Work with the team to develop a monthly newsletter or video

Qualifications

• Excellent verbal and written communication skills
• Must have mobile phone (Android, iOS, Windows) usage skills and experience
• Must have a basic understanding of database technology
• Must have Microsoft Office, Google Docs, and Google Drive productivity software skills and the ability to use them effectively
• Minimum of high school diploma required