Raleigh Durham Jobs

If you are ready to take your career further by joining The Accredit Solutions US team take a look at the vacancies we have below or, alternatively, send a copy of your CV to recruitment@accredit-solutions.com and we will get in touch with any relevant positions.

About Accredit Solutions

Accredit Solutions provides credentialing platforms to some of the World’s highest-profile sporting, government, and major event organizations. With offices around the world and we continue to expand our US operations to support our rapidly growing customer base, which includes NFL, NBA, NHL and MLS teams, plus high-profile major events in basketball, golf and athletics.

For the right person, this is an opportunity to get into the world’s fastest growing, award-winning, credentialing business and it would be your role to support them.

Accredit Solutions is seeking an enthusiastic Customer Account Executive to join the US team. You will own client requirements, escalations and issues resolution and manage these through to conclusion. You will report to the Director of Client Services USA and will work alongside our Product Manager, Development Team and Salespeople to ensure the product is always delivered to the expected service levels.

You will be involved in some of the USA’s most prestigious sporting events, that Accredit Solutions is proud to have as customers. This is an excellent opportunity to work in a fast-paced environment that will challenge you and support you throughout your career development.

Job Description

We are looking for a customer support professional, working as part of our US team, to assist our global clients with technical queries when using our products and services.

You should be a motivated and passionate support professional, with a great technical aptitude, able to manage increasing levels of responsibilities with an ability to prioritize.

Daily duties include onboarding new client systems, resolving customer queries, recommending solutions, and training clients on new features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to build relationships and earn our clients’ trust. You should also be familiar with help desk software and CRM type systems.

Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Responsibilities

  • Responsible for implementing new client system builds, rollouts, and upgrades as per the agreed Project Milestones plan
  • Managing client queries via our support desk channel (Zendesk), meeting and exceeding company-wide KPI levels, and adhering to the company SLAs
  • Documenting all client enquiries, requests, resolutions, and follow-up tasks via internal databases
  • Responding to customer queries in a timely and accurate manner, via email or video chat
  • Identifying customer needs and assisting customers in using specific features
  • Analyzing and reporting product issues (by testing different scenarios or impersonating users)
  • Sharing feature requests and effective workarounds with team members
  • Training clients on new features and functionalities via online meetings, videos, and online guides
  • Following up with customers to ensure their technical issues are resolved
  • Gathering customer feedback and sharing it with our Product, Sales, and Marketing teams
  • Handling hardware asset management

Required skills

  • 2+ years’ experience as a Customer Support Specialist or similar Customer Service role
  • Familiarity with working in a cloud computing/SaaS company
  • Experience using help desk software and issue escalation systems
  • Understanding of how CRM systems work
  • Excellent communication skills – written & verbal
  • Analytical process to problem solving
  • Multi-tasking abilities
  • Patience when handling tough cases

Desired Skills

  • Background in event operations, sports, ticketing, or credentialing
  • Understanding of information security and data handling
  • CSS/HTML experience
  • SQL experience

Job Type:

Full-time, office or remotely based, required and fully supported. Intermittent travel to office in Durham, North Carolina.

Interested parties should contact recruitment@accredit-solutions.com