CARDIO Implementation & Customer Success Specialist

Starting Salary: $48K year (or higher with listed technical experience)

Job Summary: This position is a versatile and customer-focused CARDIO Desk Support & Onboarding Specialist. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using CARDIO. This position requires a tech-savvy person with excellent communication skills and eagerness to take on additional tasks as needed to support our growing business.

Key Responsibilities:

Service Desk Support:

• Provide first-level technical support to CARDIO customers via phone, email, and chat
• Diagnose and troubleshoot software-related issues, escalating complex problems to higher-level support when necessary
• Document and track support requests, resolutions, and follow-up actions in the ticketing system, ensuring issues are resolved in a timely manner
• Maintain a deep understanding of CARDIO to assist and train customers effectively, as well as proactively identify potential issues
• Collaborate with other teams, including our development, product, and customer success vendors, to resolve customer issues and improve user experience

Onboarding Support:

• Guide new customers through the onboarding process, ensuring they are set up for success with CARDIO
• Conduct product training sessions and provide resources to help customers effectively use CARDIO
• Work closely with the sales and account management teams to ensure a seamless transition from sale to onboarding
• Create and maintain onboarding documentation and resources for both internal use and customer reference
• Assist MTN and CARDIO team members as needed

Technical Knowledge:

• Proficiency with Jira, Excel (PivotTables, XLOOKUP), Canva, Notion, and HubSpot
• Basic SQL skills are preferred

Additional Responsibilities:

• Participate in the development and improvement of support processes and tools
• Organize, curate, and interpret CARDIO reports
• Assist in creating and updating knowledge-based articles, manuals, and other support documentation, as well as create educational materials for dealerships and customers
• Contribute to special projects, including product testing, process optimization, customer feedback initiatives, onsite installations, marketing, and product demos and webinars
• Participate in quality assurance, compliance processes, testing new releases, and logging issues
• Support software updates and patches, communication changes, and potential impacts to users
• Collect and analyze data on user behavior, product usage, and support interactions to inform decision-making
• Participate in risk assessments and contribute to the development of mitigation strategies for potential product and service risks
• Participate in MTN training sessions, hosting events, meetings, and teaching
• Create CARDIO assets (customer and client plans and journeys), attachments, materials, PowerPoints, alerts, and memos, as well as aid in preparing CARDIO materials for installations
• Attend CARDIO meetings, take notes, and track action items
• Aid in CARDIO installs and client visits. This position requires periodic travel
• Complete any tasks assigned by Sr MTN leadership