Company Summary: Flyght provides unified technology to restaurants, retailers, hotels and self-storage facilities across the United States and Canada. We aim to help these businesses flourish and remove worry from the technical parts of their work. We have customers in over 26 states and have been in business for 14 years.
Job Summary: Flyght is looking for an even-keeled, technology rockstar to help our partners succeed in both a proactive and reactive fashion. The Partner Hero is the first person to connect with customers in times of peril, and is integral in planning for expected future service.
About a Successful Candidate: You have an uncanny knack for taking people from a feeling of their worst day, to a pretty great one, just by being yourself. You’re calm, make thoughtful decisions, and know exactly how to make someone on the other end of a phone, video call, or in front of you feel loved, understood, and confident that you can help their world. You make people laugh, but also can teach people and make them feel seen and heard. Your ethics and drive are something that your friends and family admire about you. You love nerdy things, and you love figuring out creative ways to solve complex issues. You’re quick to learn, and you have an uncanny ability to self-teach yourself new things with just a bit of upfront direction. You find that you love other humans, and your desire to find happiness in making life simpler is immensely fulfilling. Most importantly, you wake up each day promising to be your best self.
Last Updated: 2/28/2022
Classification: Exempt
Reports to: Director of Success
Direct reports: None.
Primary Purpose: The Partner Hero owns the inbound support role in our business; managing and performing service calls and scheduling other resources to assist when necessary.
Success Defined: The Partner Hero is a brand promise. We promise to all our partners that together, we’ll enjoy each other’s company just as much as two close friends. When things are difficult, this person shines through to not only solve problems and provide proactive solutions, but to create a stronger bond with the businesses we serve. The Partner Hero will close support cases within the Service Level Agreements in place with our customers, and customers will consistently rank this person with high marks for effectiveness and communication.
Primary Measurables: Service Level Agreement promises are kept; partner survey responses.
Responsibilities: The Partner Hero is responsible for promptly resolving customer’s technical issues and requests, while always taking a high-level approach to problem solving – crafting unique solutions or up-selling new Flyght products to create more customer value and help our clients flourish.
Specific responsibilities include the following:
- Project works are streamlined and successfully completed within the time allotted.
- Customer communication occurs daily or has a finite “next communication” date/time.
- Client communication is free from grammatical and spelling errors, and fully communicates issues and resolution steps in a clear, concise, and lay manner.
- Customer support requests are resolved in a timely manner.
- Hourly billing is kept up to date by the minute and verified each day.
- Timesheets are submitted weekly and are accurate and account for 90%+ of time spent at Flyght.
- Identifying and submitting to Unification Architect new opportunities for product sales to existing clients.
- Owning the service board maintenance, and ensuring that all tickets are in compliance with SLAs at all times.
- Identify and Communicate possible to Automation Engineer areas where automation could be created to reduce waste or increase efficiency.
- Attend team weekly meetings and update weekly KPI data.
Professional Experience/Qualifications
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Must have a valid driver’s license and automobile insurance.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Proven ability to articulate workflow in methods customers can easily understand
- Demonstrable experience in developing client-focused, differentiated and achievable solutions
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Excellence in organization and detail
Education and/or experience:
A bachelor’s or associates degree; at least 2 years customer support experience; or equivalent combination of education and experience. A+ or MSCE certifications will be given significantly higher consideration. Strong Organizational skills and efficient computer and network support skills are imperative.
Language Skills and Communication Skills:
Ability to read, write, follow directions and possess exceptional listening skills. Ability to effectively present information and respond to questions from all levels within an organization. Strong interpersonal skills and a sensitivity to understand communication styles, customer needs and business issues.
Reasoning Ability:
Ability to solve practical problems and deal with a selection of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Work Environment:
This job operates in-office but options to sometimes work remotely are available. This position will require light regional travel as well as occasional onsite visits. There may be times where out-of-the-area, and overnight travel may be expected. This role routinely uses standard office equipment such as computers, phones and photocopiers.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Compensation: $43,000-$50,000 commensurate on skill, experience and performance.
Benefits: Full health, 401k
Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days are Monday through Friday, 9 a.m. to 5 p.m. Occasional on-call and after-hours work may be required. There is some flexibility to work hours outside of this timeframe with CEO approval.
