Product Evangelist

ImageTrend, Inc. is an award winning software development company focused on streamlining business processes through the implementation of comprehensive Web and client-based solutions. We are currently seeking a smart, get-it-done personality who is committed to excellent customer service and energized by juggling multiple projects. Product Evangelist plays a key role in providing training and support to customers in our Emergency Data Systems product suite: coordinate on-site training sessions, tackle complex questions on the function and usage of ImageTrend products and help to empower the communities we serve by building relationships and demonstrating expert product knowledge. Being committed to excellent customer service, this opportunity requires availability to travel.

Duties:

Training:

  • Coordinate training resources
  • Prepare for and conduct on-site training
  • Assist in review of documentation materials
  • Assist in product improvement
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Application Support:

  • Acquire in-depth knowledge of ImageTrend products and service offerings
  • Assist support team members with answer incoming calls, emails, chat sessions from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed
  • Assist support team members to make follow up calls regarding customer problems
  • Take ownership of each communication with the customer, ensuring follow up communication is made as needed
  • Complete special projects and tasks assigned by Team Lead
  • Develop an understanding of the business processes ImageTrend products support
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Qualifications:

  • BA/BS or equivalent experience
  • 2 to 5 years of customer service experience supporting software product base
  • Exemplary presentation and facilitation skills
  • Must have excellent trouble shooting and problem solving skills to be able to offer multiple solutions to technical and operational problems and challenges
  • Proven track record of working with customers via telephone to build relationships and positive outcomes
  • Strong organizational skills to multi-task and interact with multiple customers over the course of a day
  • Background in EMS/Fire preferred but not required
  • Previous working knowledge of ImageTrend products preferred
  • Ability to work independent of supervision
  • Ability to travel up to 50%
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Applications accepted at www.imagetrend.com/careers