Remote Customer service Jobs

Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment. Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services. Engage ExtraHop end-users to provide targeted assistance and enablement.

Represent Fetch every day as the connection between our users and everyone working behind the scenes. Spot trends and help troubleshoot tricky technical issues. Maintaining up-to-date knowledge in a fast-paced environment by actively consuming support communications and resources.

• Developing strong, positive relationships with customers, guiding them through a positive post-sales experience from onboarding to renewal, and proactively engage with them to help them realize the maximum value of Red Canary.
• Partnering with sales on customer renewals and identifying opportunities for upsell and cross-sell of additional products and services.
• Monitoring for and mitigate customer risk, champion customer needs with technical and sales teams, and conducting regular executive business reviews to ensure satisfaction, value realization, and retention.

• Resolving technical issues by collaborating with Product and Engineering teams.
• Investigating and determining the root cause of errors and bugs.
• Building SQL based queries for emerging technical support issues.

Answer inbound calls with customer service framework communication. Assist with appointment scheduling, follow up on missed appointments, and confirmation calls. Triage calls to determine if it is a request, inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.

Identify areas of risk and takes steps to prevent customer or revenue churn. Responsible for working closely with Sales Teams to define and execute product adoption and customer retention plans. Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models.

Own the full customer engagement ecosystem including onboarding, adoption, value delivery, outcomes, renewal, and strategic expansion. Build a next generation of hybrid CSM-strategists who function like growth operators and define the future of how customers adopt AI-powered marketing. Partner closely with Product, Engineering, Content Production, and Community teams to translate customer insights into improvements, trainings, and repeatable playbooks.

Connect online and over the phone with inbound customers to determine their automotive needs. Guide customers through every step, including online sales, appraisals, financing, and delivery. Ensure a smooth transition from online to in-store purchasing for an exceptional service experience.

• Provide 1:1 virtual follow-ups with customers as they learn to use purchased products.
• Manage multiple projects and ensure on-time deliverables.
• Maintain strong communication skills and comfort in a customer-facing environment.

Responsible for order intake and management of customer’s web based, email, EDI or faxed POs from receipt to invoicing. Provides professional and timely responses to incoming requests related to order status updates, service requests/requirements, pricing inquiries, documentation needs, and invoicing. Serves as a solution provider delivering prompt attention to customers, supplying resolution to existing challenges, and offering alternative solutions.