Company

Terzo is an Enterprise AI Data and Analytics platform that ‘makes data dance’! We believe that data can transform financial and operating performance by driving better decision-making. At Terzo, we use technology to structure unstructured data to 12x business operators.

The Customer Success team is the heart of the organization focused on driving value, building advocacy and customer growth.

Opportunity

Role and Responsibilities

• Provide swift resolutions to diverse customer inquiries within an internal SLA turnaround time, ensuring consistent support coverage (over multiple channels: chat, Zoom, email, etc).

• Use internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting
• Stay updated on product developments, policy changes, known issues, user feedback, and a comprehensive understanding of supported integrations
• Track and report customer feedback to relevant stakeholders for continuous improvement
• Build and maintain support-related documentation, KB articles, FAQs, processes, and workflows, leveraging expertise in Terzo to translate complex technical concepts into clear and effective communication for customers
• Support the Customer Success Team in the creation of any relevant documentation or content to support enterprise customers, including decks and QBR’s.

Success Criteria

• Bias for action is your superpower

• You are interested in learning about enterprise AI and how new AI technologies and data are changing businesses
• You have at least 1-3 years of experience in a a customer-facing support role, preferably in in B2B SaaS or services
• You enjoy setting a high bar on customer experience. Getting a "wow" response from a customer would make your day!
• A knack for investigating unexpected technical and data related issues
• Strong English communication skills, both written and spoken, coupled with a proactive approach to daily tasks
• Experience with Freshdesk, JIRA, or other ticketing systems is a plus
• Required to work in US time zone 10am to 7pm EST
• Fluency in the English language is required

Benefits

• Company Paid Group Medical, Dental, and Vision Insurance (Parents, Spouse, Children)

• Company 401(K) with 3% Company Contribution
• Competitive Salary
• Generous Paid Leave and Sick Policy
• Company Sponsored Device