[Hiring] Named Support Representative @Agiloft
Mar 26, 2025 - Agiloft is hiring a remote Named Support Representative. 💸 Salary: unspecified. 📍Location: UK.
Role Description
As a Named Support Representative, you will work closely with our customers, build relationships with them, and help them achieve their technical goals and overcome technical challenges. You will partner closely with our Customer Success and Technical Support teams and work internally with Engineering and other teams as needed to ensure your customers' technical needs are fully taken care of. The role requires customer-facing skills, technical knowledge, and the ability to manage projects as needed.
- Work with 3-5 large enterprise-level accounts.
- Host pre-scheduled and ad-hoc calls to review tickets and discuss projects pertaining to their Agiloft system.
- Act as a conduit between the customer and internal Agiloft teams, including CSM, Support Leadership, Engineering Leadership, Implementation, and others as needed.
- Manage customer communications for assigned accounts via tickets and email.
- Collaborate with Agiloft engineering and leadership teams to resolve escalations for cases from your assigned accounts.
- Proactively take ownership of high-priority and escalated cases from assigned accounts.
- Maintain knowledge of your accounts, their internal teams, key contacts, and main workflows.
- Conduct weekly meetings with accounts to discuss projects, tickets, and news.
- Participate in Quarterly Business Reviews as a key technical contributor.
- Work additional tickets as available with a focus on maintaining SLAs and ticket expectations.
- Engage in continual improvement projects, support maintenance tasks, and participate in internal meetings as applicable.
- Other duties as assigned.
Qualifications
- Knowledge of internal Agiloft implementations and integrations such as Docusign, Active directory, LDAP, SSO, APIs.
- Proficiency with the Agiloft product upgrade process.
- 1-2 years TSR1 experience.
- Excellent written and verbal communication skills.
- Ability to de-escalate tense customer situations.
- Understanding of Agiloft’s internal teams and ability to build relationships with them.
Requirements
- Industry standard certifications (ITIL, CompTIA A+, AWS, Agiloft certifications).
- Project Management experience.
- 1-2 years TS2 experience.
- One or more areas of subject matter expertise for which you can offer assistance to the larger support team.
Benefits
- Support multiple Employee Resource Groups (ERGs).
- Offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly wellness day.
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| 📍 | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
UK
|
|
Job Type
full-time
|
Posted
Mar 26, 2025
|
| 📍 | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
