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Customer Service Advocate

JOB OVERVIEW

The Customer Support Advocate is responsible for training current and prospective customers on how to use MediaLab software efficiently. In addition, this individual provides support in response to both technical and sales inquiries. This role is expected to help create documentation for MediaLab software, and work with application developers to identify, diagnose, solve, and test bugs in the software application.

This is an onsite position in Lawrenceville, GA. No remote / teleworking is permitted with this position.

RESPONSIBILITIES AND DUTIES

• Present walkthroughs, training, and demos to existing and potential customers
• Provide email and phone support for customer inquiries via phone, email, and other sources
• Support the sales team with purchasing, follow-ups, and demonstrations
• Aid in the development of training programs and documentation to ensure optimal efficacy
• Work with application developers in testing MediaLab software
• Document Control support for external and internal documentation
• Maintain broad knowledge of all company products, services, and updates
• Takes initiative to volunteer for new projects, create new training material, and help in other departments as needed

QUALIFICATIONS

• Bachelor's degree required
• Minimum 2 years’ experience in customer service, preferably in the software industry
• Already familiar with MediaLab preferred
• Proficient with Word, Excel, PowerPoint, and other Office Suite programs
• Knowledgeable of WebEx and other interactive communication software
• Must be motivated, self-sufficient, and have strong problem-solving skills
• Strong written and verbal communication skills
• Occasional travel across the U.S. for annual meetings
• On-site position only; no teleworking