About Us
As the leader in mentoring software, Chronus is a fast-growing SaaS business that serves the who’s who of industry leaders around the world today, including large and medium enterprises, leading colleges and universities, and professional associations. Blue-chip organizations take advantage of our award-winning software to drive compelling mentoring, coaching, and onboarding programs that propel employee engagement to develop their people faster and better.
The Chronus team is a dynamic and innovative group focused on creating value for our clients while fostering a culture and experience where all of our employees may thrive.
Our Mission
Organizations only reach their greatest potential when their people do. We’re true believers in mentoring and ERGs, and how technology can help better activate them. Every day, we work toward our vision of establishing a more equitable, innovative and empathetic world where human interactions drive development, inclusion and connection.
Our Vision
To establish a more equitable, innovative, and empathetic world where human interactions are driven by mutual respect, shared values, and a strong sense of belonging.
The Role
Chronus is seeking a passionate, customer-centric Customer Support Specialist to provide expert product and technical support, including best practice and how-to guidance. This role is for you if you’re passionate about troubleshooting and delivering exceptional customer experiences, excel at clearly spoken and written business communication, with a strong bias toward action and ownership.
You will be joining a fast-paced team servicing global accounts. By working directly with customers, you will play a key role in understanding a customer’s business needs and working with them to bring value to their business. Our customers will view you as an expert in the mentoring and talent development space as you engage and challenge them around their business problems and mentoring program goals.
Responsibilities
- Providing world-class support - Research, reproduce, troubleshoot, and resolve customer software and technical issues
- Collaboration and Partnership - Liaison closely with internal Engineering, Sales, Product, and Customer Success departments to improve customer experiences
- Product Knowledge - Master the ever-evolving product to serve as a product expert, both for technical support and consultative guidance on best practices and how-to’s
- Navigating product complexity - Understanding the requests beyond their surface level, to provide a balance of technical and tactical direction to ensure customers are employing the software effectively
- Work with the global Customer Success team to continue to provide award-winning service to customers
- Documentation - creation of and contribution to help articles, how-to guides, and internal process documentation
- Product Training - Independently deliver and communicate ‘How to guidance” to customers on using Chronus software with a focus on educating and enabling them to be successful on the Chronus platform
- And more! This role will continue to evolve over time as we adapt to customer needs, staying on the edge of customer support technology.
Technical Implementation Support
- Support and assist in new customer implementations and integrations
- Support and assist in configure software, deploying Chronus’ capabilities to best meet each customer’s unique program needs
- Work with Implementation Manager to ensure that the key goals of the program are being met during the implementation phase
Qualifications and Skills
- 3+ years relevant software experience (customer support, SaaS implementations, or technical account management)
- Exceptional interpersonal and business communication skills (verbal and written)
- Critical thinking skills, ability to “Read between the lines”
- Showcase great problem solving skills and emotional intelligence
- A three-year college degree (BA or equivalent)
- Able to work US business hours to resolve critical customer issues
- Technical Knowledge - Having a basic understanding of SaaS, SSO (Single Sign-On), API (Application Programming Interface), and SFTP (Secure File Transfer Protocol) can be an added advantage.
This job is for you if
- You are excited to join an award-winning SaaS company
- You are a self-starter interested in becoming an expert in a product used by Fortune 500 companies
- You can leverage data to effectively troubleshoot customer issues
- You can intuitively translate software terminology into the customer’s language
- Your customer-first mindset drives you to take ownership of your customers’ experience
- You provide a consultative approach to find win-win solutions and achieve satisfactory customer outcomes: you listen closely, apply your knowledge and critical thinking skills, and articulate your ideas with confidence
- You love training, always honing your approach to help customers retain learnings better
- People pride you on your follow-through and attention to quality and detail
- Your deep curiosity and big-picture thinking makes you a natural problem-solver
- You’re comfortable in an environment where change and evolution are the norm, as we continually strive to provide even better experiences to our customers
Why Chronus
- Work in a new market selling a world-class product to blue-chip clients, alongside a passionate, inspiring, and award-winning team
- Experience a high-growth startup culture where you can make a real impact on the future and direction of Chronus
- Partake in regular culture-building activities, games, and outings with the Chronus team
- Create value for our clients by influencing the success of their mentoring programs
- Employee Stock Option Plan
- Grow through continuous learning opportunities such as conferences, lunch and learns, and team book clubs
- Along with an industry-standard package, we offer many perks like health insurance for you and your family, internet reimbursement, a stocked pantry, a subscription to one of the top learning platforms, a flexible leave policy, and many other benefits
