Job Description

The Scalablade Customer Service team provides support to a wide range of customers helping them understand the benefits and capabilities of Scalablade's Cloud Computing Services. This team focuses on assisting customers with account and billing related inquiries, and interfaces with internal Scala organizations to provide the perspective of the Voice of the Customer.

As a Technical Customer Service Representative, you'll engage with both Enterprise level and standard customers, providing training, support and analysis for their billing and account concerns. You will work with the other members of the Scalablade customer service team including Technical Account Managers, Sales and Solution Architects. You will be the Subject Matter Expert on Account and Billing issues, proactively helping customers avoid potential risks and diving deep to understand the underlying root causes to resolve customer problems.

Where your expertise is needed

• Working with Scalablade customers to understand how they use their account and billing services, and providing valuable feedback
• Process Accounts and Billing related customer cases through case management, email, chat and phone tools
• Performing deep dive analysis on customer accounts and billing statements
• Providing prompt, efficient, detailed, customer-oriented service to customers.
• Building close relationships with customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from Scalablade.
• Driving projects that improve customer interactions with Scalablade account and billing information.
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
• Assuming responsibility for developing detailed knowledge about Scalablade specific products and features.