Arity B2B Technical Support Liaison (home based worker)
Founded by The Allstate Corporation in 2016, Arity is a data and analytics company focused on improving transportation. We collect and analyze enormous amounts of data, using predictive analytics to build solutions with a single goal in mind: to make transportation smarter, safer and more useful for everyone.
At the heart of that mission are the people that work here—the dreamers, doers and difference-makers that call this place home. As part of that team, your work will showcase both your intelligence and your creativity as you tackle real problems and put your talents towards transforming transportation.
That’s because at Arity, we believe work and life shouldn’t be at odds with one another. After all, we know that your unique qualities give you a unique perspective. We don’t just want you to see yourself here. We want you to be yourself here.
Compensation Data
The role pays in the range of $75,900 to 120K and is based on qualifications and experience
The team
This role requires 5+ years of experience in B2B Customer Support/liaison not end user assistance.
As the connection between the client and company, the Customer Success team serves as both the voice of the customer and the face of Arity. Customer Success is — you guessed it — a customer-centric team working daily to develop shared goals through practical solutions, which offer real results. Collaborating daily with sales, engineering, product, and business strategy teams, Customer Success manages diverse relationships with grace and skill. They’re empowered to flex their creativity when solving problems, onboarding clients, and gathering customer feedback to ensure continued satisfaction. The Customer Success team is the advocate for our clients – the sounding board. Do you think you’re up for the challenge?
The Role
In The Senior Customer support liaison is a critical role in that this person is often the first point of contact Customers have with Arity. This person should have a passion for communication, facilitation, reporting and working with customers. The Support Liaison must have strong communication, facilitation, reporting and management skills, an interest in drilling into issues and ensure resolution and closure of the issues. This person needs to be able to integrate into the line of business he/she is assigned to support and fully understand the depth and breadth of the Product offerings and Customer expectations to effectively support customers. Additionally, this person must be able to also triage Customer inquiries/issues using technical tools/knowledge and partner with Product Support Analyst and Support Engineers to reach resolution.
Responsibilities:
- Perform Case load with daily monitoring, triage, analysis, resolution, and root case, which includes review, escalation and coordination across Arity’s technical product teams, and provides assessment of impact and severity.
- Partner with Customers and product support technical teams to understand impact and how Product technology is implemented.
- Learn core technologies used in products to create support procedures, knowledge, and training for customer support staff.
- Perform analytical and critical thinking to articulate, visualize and solve complex problems.
Qualifications
- Bachelor’s Degree in Software Engineering, Computer Science, or equivalent experience
- 5+ years of experience in B2B Customer Support
- Excellent Inter-personal and customer service skills
- Able to use problem-solving skills to troubleshoot support tickets related to Arity telematic Products and core technologies
- Experience performing Customer impact and severity analysis to properly prioritize Cases for Support Analyst to investigate
- Experience reviewing Cases to ensure progress, escalation and coordination across Arity’s product and support teams
- Experience partnering with product and support teams to ensure relevant problems are incorporated and prioritized into backlogs
- Able to provide clear and concise status updates to Customers and Arity Leaders through partnership with support analysts, product teams and customer success managers
- Able to work in a very fast-moving collaborative learning environment
- Able to track and communicate Product performance metrics, Customer KPI’s and Services Levels
- Able to identify ticket themes to understand customer impacts and emerging issues
- Be to partner with Product teams to be aware and communicate upcoming product changes/releases to Customers and to Customer Success team
- Contribute to the overall goals, culture and environment of Arity and Arity’s customer success organization
- Experience leading and mentoring junior Support Liaisons
- Experience providing feedback on peer performance
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
That’s the day-to-day, now let’s talk about the rest of it. As we mentioned, Arity was founded by The Allstate Corporation. But you’ll be working for—and at—Arity. It’s the best of both worlds. You’ll get access to the full suite of Allstate benefits and work in a fast-paced startup culture. That’s more than just free breakfasts and brain breaks. It’s a culture that encourages you to be you.
Sound like a fit? Apply now! We can’t wait to meet you.
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Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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