Job description

For over forty years Bridgeway has provided software solutions to our clients in the Taft-Hartley industry. Our Professional Services team is responsible for supporting our ISSI product end-users delivering the highest level of customer service and is looking to expand our Client Services team.
In this role you will develop and maintain customer relationships by serving as an internal advocate and client liaison. You are willing to learn our systems and are a "people person," by nature, and have both the soft and hard skills required to master technology and manage customer relationships. You have an analytical mind driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. You are able to demonstrate superb communication, organization, and time management skills, and are able to effectively handle a number of diverse and complex problems at the same time.
This position may be fully remote or hybrid remote/in-office.
Key Responsibilities

• Develop a comprehensive understanding of the ISSI products and services to efficiently triage and resolve client issues.
• Serve as the main point of contact for customer inquiries and requests
• Log, track and manage customer tickets from intake to completion
• Coordinate internal and client stakeholders to diagnose and respond to questions timely
• Able to engage in a service-focused manner with clients when helping solve/manage deliverables
• Able to effectively work with virtual and diverse teams
• Develop and maintain relationships with customers by providing outstanding customer experience that leads to contract renewal and expansions
• Ability to analyze, research and consult with subject matter experts to resolve software issues
• Ability to escalate issues to the right people timely and appropriately

Requirements

• Strong analytical and problem-solving skills.
• Exceptional verbal and written communication skills
• A strong desire to learn and take initiative.
• Quick learner who can confidently articulate software-related and technical concepts.
• Ability to be task-oriented, to prioritize, and to manage time effectively
• Work independently with discipline and motivation to succeed in a virtual environment
• Bachelors' degree

Bridgeway is an Equal Opportunity Employer.
Covid Message: We value the safety and well-being of our Bridgeway community which includes our staff, customers, business partners and beyond. Which is why our team has chosen to require staff to be fully vaccinated for all in-person business activities, whether that be on-site at our corporate office or traveling for business. Candidates should consider this requirement before applying.

Job Type: Full-time

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