Customer Success Technician



Customer Service, Sales & Business Development
Posted on Saturday, May 4, 2024
Who Are We
SewerAI is an AI and data management platform that is improving the speed, effectiveness and cost for cities and engineering firms to manage infrastructure. Our cutting edge AI lowers the total cost of ownership of cities’ infrastructure by reducing the dirty, dull and dangerous work that must be done to maintain infrastructure.
About the Role
The Customer Success Technician (CST) is a customer service champion. They ensure customer satisfaction and drive successful adoption of our data management platform and on-truck software. The CST is responsible for providing exceptional technical and operational support. They build a strong relationship and understanding of each customer’s unique environment to empower our customers’ ability to improve work processes and increase revenue.

What You'll Do

  • Serve as the primary point of contact for customer inquiries and support needs via chat, email, and virtual meetings.
  • Respond to support requests within SLA while maintaining the highest quality of service.
  • Technical troubleshooting, problem-solving and collaborating cross-functionally with teams to ensure a timely and effective resolution.
  • Understand customer goals, challenges, and requirements to provide tailored solutions that apply to their unique business needs.
  • Provide ongoing training and guidance to customers to drive successful adoption and effective usage of our solutions.
  • Monitor customer health and metrics, taking proactive measures to address any issues or concerns.
  • Stay updated on industry trends and product updates to effectively support customers and help inform their technology decisions.

Preferred Qualifications

  • 4+ years of experience in a customer-facing role, preferably in customer success technical support.
  • Excellent communication and interpersonal skills.
  • Experience troubleshooting common IT problems such as OS, hardware, and networking.
  • Experience providing remote technical support with tools such as TeamViewer, Bomgar, etc.
  • CRM technology experience, Zendesk or Intercom preferred.
  • Comfortable communicating with anyone, from trades-people to CEOs and companies of small to large scale
  • Strong problem-solving and analytical abilities.
  • Able to effectively discuss, translate, and describe complex topics with both technical and non-technical audiences.
  • Operational acumen – able to relate business needs with technical solutions.
  • Demonstrated ability to be a champion of customer service.
  • Familiarity with the water infrastructure industry is highly preferred.

Nice to Haves

  • Experience in the water infrastructure industry or any similar field is highly preferred.
Why Should You Apply?
SewerAI is a VC backed Series B startup with a large and rapidly growing client base looking for a Customer Success Technician to join our scaling team! We are revolutionizing the antiquated industry by automating the labor intensive part of labeling cracks, roots and grease in pipeline inspection videos.
Come join a startup that is solving a real world problem with AI.
SewerAI is proud to be an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. All your information will be kept confidential according to EEO guidelines.