Customer Success Associate

dynaConnections_ is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, age, disability, or status as a veteran of _the Armed Forces.

We believe the Customer Success Associate is a mission-critical team member at dynaConnections, who will provide product support and expertise to customers and is the first line of contact with the customer. In this position, you will be ensuring the successful onboarding of new customers through the support process and facilitating continued success for existing valued customers.
WHAT YOU WILL DO
As a Customer Success Associate at dynaConnections, you will be the main point of contact for customer questions, problems, or suggestions. Your goal will be to help us delight our customers by proactively engaging with the customer and by helping us build a scalable customer success function that can continue to keep customers happy as we grow.
dynaConnections currently provides Level III and, in some instances, Level II support to our customers. The team member in this position is responsible for diagnosing and solving customer product-related issues in a timely and courteous manner. You may work independently or with other team members to ensure that dynaConenctions applications can effectively address the needs of our customers.
You will be responsible for ensuring customer satisfaction by providing professional, high-quality support to customers, partners, and the technical team to resolve software and configuration issues. At times, you may be called upon to test beta deliveries or fixes before they are released to customers.
You will also assist customers in resolving open issues, helping them achieve success through best practice guidance, and achieving a high level of satisfaction with dynaConnections’ products and customer support services. This position combines overseeing the rapid response to customer inquiries, handling enhancement requests, and analyzing and categorizing common issues.
ABOUT DYNACONNECTIONS
dynaConnections is a rapidly growing SaaS company founded in 2001, based in Austin, TX. We provide a mission-critical SaaS application that enables organizations to utilize their big data with the best and highest use. Our growing suite of products is delivered via a hybrid cloud computing service, utilizing the latest cutting-edge technology and processes, and is backed by an outstanding team. Our application, connectMLS, easily connect users with clients, streamlining the collaboration and closing of millions of real estate transactions. Based on our consistent performance, customers consider dynaConnections’ application, connectMLS, essential to their success.
At dynaConnections, we have developed a stellar reputation for delivering and maintaining a high-performance SaaS application that continues to exceed customers’ expectations. Consequently, we are always looking for self-starters with a customer-first attitude to contribute to dynaConnections’ ongoing success. We believe that everyone at dynaConnections impacts the company’s future directly or indirectly.
Four fundamental principles we follow:

• Passion – Having the right mindset for customer success.

• Collaboration – Engage, design strategies, and solve problems – together.

• Get Stuff Done – Turning obstacles into opportunities.

• Play to Win – Have fun and going “All-In” to exceed expectations.

ABOUT YOU
Are you interested in working with a high-energy team that is passionate about our customers? Do you enjoy it? Are you a rock-star Support Specialist with a solid background? If so, you might be a great addition to the dynaConnections team!
RESPONSIBILITIES

• With a keen focus on customer satisfaction and product quality, provide customer support to a wide variety of customers across multiple markets.
• Act as the main point of contact for customer questions, problems, or suggestions.
• Help build a scalable Customer Success team.
• Create internal and external documentation to help identify, workaround, or fix problems.
• Build a knowledge base with commonly experienced problems and solutions.
• Build and maintain relationships with our customers’ support teams.
• Become a product knowledge owner of our products and services, from end to end.
• Full ownership of support-related product issues and customer challenges: debug the problem, reproduce the issue, report errors to the product team, assist in developing a solution, and communicate to the customer with updates regarding a resolution, timelines, and any workarounds.
• While troubleshooting an issue, determine whether it is a bug, design flaw, or enhancement.
• Escalate all urgent, unusual cases or situations presented by customers to management after initial diagnoses.
• Identify problem areas and work with the development team to offer possible solutions.
• Thoroughly and accurately document details of all interactions in the case management system.
• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them utilize the product correctly as per their needs.
• As a product expert, understand the reported issue and be able to replicate the respective scenario.
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to team members and product owners.
• Work with the development team to develop and test solutions and test new versions of products.
• Write technical specifications and best practices documentation.
• Participate in client meetings, to ensure proper communication with the customers that may assist with investigating the issue reported.
• Provide technical leadership role when working with customers, partners, and internal teams.
• Ability to work flexible hours, as needed.
• Maintain client confidence by keeping their information confidential.

REQUIRED SKILLS

• 3 years of experience in a technical support position, preferably for enterprise software solutions, working with external customers, and enjoy it!
• Have empathy for customers, and take time to understand their pains, needs, and wants, and go the extra mile to make sure their issues are resolved.
• Excellent customer service, organizational, interpersonal, verbal, and written communication skills.
• Experience with ticketing systems.
• Able to work independently within defined processes and procedures and within a team environment.
• Exceptional troubleshooting, diagnostic and analytical skills.
• Experience supporting Web applications on Windows, MAC, and mobile devices, using all major browsers, running on Linux servers.
• Experience working with log files, alerting systems, and other standard troubleshooting tools for hosted applications.
• Attention to detail, responsible, and reliable.
• Stay informed of the latest changes in technology.
• Experience with project management and workflow tools and processes (Jira, Agile, Scrum, etc.).
• Attentive time management skills, with the ability to prioritize and multitask.
• Someone with a good sense of humor who believes work should be fun as well as intellectually satisfying.
• Monitoring tools.
• Solid team player.

DESIRED SKILLS (Nice to Have)

• Understanding of product integrations in customer enterprise environments.
• General IT knowledge, including networking, operating system, and hardware, pertaining to application support.
• Working knowledge of programming and scripting languages, including Java, JavaScript, ReactJS, Bash, etc., and, where applicable, the ability to use these skills to troubleshoot issues.
• Comfortable working with database query languages (SQL and/or NoSQL).
• Knowledge of the real estate industry, specifically with multiple listing service (MLS) applications.

OUR CULTURE

• Daily Standup Meetings
• Diversity Employment
• Open Door Policy
• Employee Appreciation Events
• Casual Work Environment
• Flexible Schedules
• Currently, Remote Working, anticipating Hybrid Work Environment

THE BENEFITS

• INSURANCE (Employer Paid, 100% Employee Coverage)
• Health
• Mental Health
• Dental
• Vision
• AD&D
• Basic Life

• RETIREMENT & STOCK OPTIONS
• 401(K) Plan
• Company Stock Options

• VACATION & TIME OFF
• Generous PTO
• Paid Sick Days
• Paid Holidays

THE PERKS

• Stocked Kitchen, and Taco Friday’s
• Gym Membership (Wellness Program)
• Costco Membership
• Professional Development Opportunities

dynaConnections is an EEO Employer, extending opportunities to qualified applicants and employees equally regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression, or veteran status. dynaConnections is a workplace that has a welcoming and diverse environment, where inclusion is valued and prioritized.
Apply Today
Submit Application, along with the following:

• Cover Letter
• Current Resume

Job Type: Full-time

Work Location: Multiple Locations