The Company:
 
Core America (www.coreamerica.com) is the world’s leader in providing consulting expertise and software to facility management and cleaning organizations. Based in Vestal, NY and founded in 1995, we serve America’s leading institutions, universities, and fortune 500 companies.

Smart Inspect™ (www.mysmartinspect.com)  is our primary software product, used for collecting inspection data, via mobile apps on iOS and Android, reporting inspection results and summaries, managing work orders and more.
 
Job Culture and Benefits:
 
We work hard to foster and grow a family-like atmosphere and team.  We offer a highly competitive wage and benefit package to make sure each team member is taken care of.  This offering includes healthcare, 401K, generous vacation time, paid parental leave, several wellness incentive programs – including gym membership reimbursement and bike-to-work awards — and free snacks!
 
Working for a small business can be demanding at times, but Core is committed to a healthy work-life balance. We frequently offer team lunches, attend sporting events together, and host fun office contests. We pride ourselves on our professional, fun, and life-giving culture.
 
The Position:
 
We are looking for a Customer Success – Technical Support representative to join our Smart Inspect team.  The selected individual will work with our diverse Smart Inspect customer base to support, enhance and optimize their use of our app; in short, to do whatever it takes to make them happy, engaged customers. Starting salary is $20/hr.
 
Duties include:
 

• Monitor and manage Help Desk requests to ensure the best service level possible
• Schedule and conduct remote online training sessions for our growing customer base around the world
• Assist with the start-up of new accounts and projects
• Collect and report key support metrics
• Record all actions taken to resolve client issues, educate clients on problem prevention and refer unresolved problems to higher levels for resolution when necessary
• Work directly with other members of Customer Success team and other key groups and personnel within the company, including sales, operations, and software development
• Maintain detailed record keeping of the nature and resolution of all Help Desk requests; resolving customer problems at first call whenever possible; educating clients on problem prevention and referring problems to higher levels for resolution when necessary
• Provide flexible, patient, and creative solutions to issues as they arise

 
Skills / Qualifications:
 

• Competence, timeliness, quality, organization, friendliness, and excellence are characteristics the individual must represent
• Bachelor’s Degree or equivalent in work experience required
• Experience with Windows operating system, Microsoft Office
• Strong customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients and with all departments within the company are essential
• Must be a positive, hardworking person able to work successfully with a diverse group of users, customers, team members and internal departments
• Adaptability: can handle multiple projects and customers, and wants to keep learning
• Personal values align with our company values (see below)

 
Position Preferences:
 

• Experience working at a Help Desk and/or in a Technical Support role
• Experience documenting new and existing processes as well as updating existing documentation when changes are necessary
• Familiarity with browser compatibility and mobile technology
• Experience using Help Desk ticket software
• Experience using remote assistance tools

 
Our Values:
 

• Expertise - We believe that our passion, deep experience, and technology will deliver the best results. 

• Family - We widen the definition of family and care for everyone like our own.

• Objectivity - Our independent third-party position allows us to serve the customer's best interest.

• Community – We connect with others through kindness and generosity.

• Integrity - Humility, honesty, and respect guide us to always do what is right.  

 
Our Mission:
 
We guide a growing community of organizations to cleaner and healthier facilities, by providing the best resources and objective expertise. 
 
Closing:
 
We appreciate your interest in joining our mission!  Thank you very much for your consideration.
 
Core Management Services is an EEO/AA Employer M/F/Disability/Vet.