Full-Time Named Support Representative

Position OverviewAs a Named Support Representative, you will work closely with customers, build relationships, and help them achieve technical goals and overcome technical challenges. You will partner with Customer Success and Technical Support teams, and internal Engineering and other teams.

The role requires strong customer-facing skills, technical knowledge, and project management abilities.

You will work with 3-5 large enterprise-level accounts.

Job Responsibilities

• Work with assigned customer accounts.
• Host pre-scheduled and ad-hoc calls to review tickets and projects.
• Act as a conduit between customers and internal teams (CSM, Support Leadership, Engineering Leadership, Implementation).
• Manage customer communications (tickets and email).
• Collaborate with engineering and leadership teams to resolve escalations.
• Proactively manage high-priority and escalated cases.
• Maintain knowledge of accounts, contacts, and workflows.
• Conduct weekly meetings with accounts.
• Participate in Quarterly Business Reviews (QBRs).
• Work additional tickets as available.
• Other duties related to customer experience, including continual improvement and support maintenance tasks, participation in internal meetings and the Agiloft Community.

Required Qualifications

• Knowledge of Agiloft implementations and integrations (Docusign, Active directory, LDAP, SSO, APIs).
• Proficiency with the Agiloft product upgrade process.
• 1-2 years TSR1 experience.
• Excellent written and verbal communication skills.
• Ability to de-escalate tense customer situations.
• Understanding of Agiloft's internal teams.

Preferred Qualifications

• Industry certifications (ITIL, CompTIA A+, AWS, Agiloft).
• Project Management experience.
• 1-2 years TS2 experience.
• Subject matter expertise to support the team.

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