Technical Support Engineer

Customer Service Pre-Sales Screener Representative

This role involves the initial contact with prospective customers, qualifying leads, and setting up customers with the designated CS team representatives.

The majority of interactions will be handled via chat and email using the Intercom application. All contacts will be logged in the designated CRM system. In instances where phone calls would be more appropriate than a chat or email interaction, reach out to prospects via phone or use a calendar app to schedule phone calls.

Key Responsibilities:

· Building Relationships: Establishing rapport and trust with potential customers by actively listening and understanding their needs.

· Gathering Information: Collecting key information from prospective customers and facilitating their transition to the sales team.

· Customer Experience: Maintaining a positive attitude and customer-first approach to provide an exceptional customer experience.

· Product Knowledge: Staying updated on the company's products and services.

· Lead Qualification: Filtering out leads most likely to convert based on specific criteria such as product fit, budget, authority, need, and timeline.

· Customer Engagement & Discovery: Engaging with potential clients early on to understand their needs, challenges, and goals. This often involves making discovery calls.

· Collaborating with Sales Teams: Working closely with the designated internal team members to ensure a smooth transition of qualified leads.

Required Skills and Qualifications:

· Customer-centric mindset: A focus on understanding and meeting customer needs.

· Communication Skills: Excellent written and verbal communication skills, including the ability to present complex information clearly and concisely.

· Teamwork and Collaboration: The ability to work effectively with sales, marketing, and product teams to drive deals forward.