Customer Support Technician


Position Summary:

At NAVEX, our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform.  We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.

As our Customer Support Technician, your primary responsibility will be front line support for Customer Administrators of our solutions.  Typical support requests may include answering product how-to questions, assisting customers with system configuration changes and troubleshooting technical issues.

What You Will Do:

  • Manage customer support requests via phone, email and customer portal within service level agreement requirements
  • Assist customers with system configuration changes
  • Educate/train customers on solutions with the goal of helping them achieve their objectives with our systems
  • Identify potential system and customer relationship enhancements, including upsell opportunities within existing customer base to optimize customer system performance
  • Interpret and communicate specialized technical material into information usable by customers
  • Establish project tasks, related timelines and update NAVEX’s CRM
  • Work with cross-functional teams to ensure customer objectives are met, including customer input communications to product development
  • Manage confidential and proprietary customer information

What You Will Need:

  • A Bachelor’s degree and prior work-related experience or equivalent preferred
  • 1+ years of experience in a customer service or customer support role preferred
  • Proficiency in Windows and Microsoft Office
  • Strong technical aptitude with general understanding of website functionality and related technologies
  • Ability to learn and assimilate new information quickly
  • Ability to independently evaluate and define customer and system needs
  • Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
  • High level attention to detail with excellent planning, follow through and organizational skills.  Will need to be able to define and deliver on priorities
  • Excellent verbal and written communication skills and a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds

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