Job Description

Essential Job Functions

• Meet defined SLAs for all support inquiries during business hours.
• Perform live troubleshooting or white-glove onboarding assistance as needed.
• Maintain and grow client and internal facing help content including FAQs, how-to guides, and release summaries in collaboration with product.
• Design and produce instructional and feature walkthrough videos to reduce repetitive support requests and empower self-service.
• Proactively monitor client engagement and identify opportunities to drive adoption and reduce friction.
• Collect, organize, and synthesize feedback and bring forward product improvement suggestions backed by real data.
• Manage a running log of recurring issues and work with product to close systemic gaps.
• Support demo and UAT environment prep so sales and implementation teams are always equipped.
• Track and report on support metrics and client health on a regular cadence.
• Other duties as assigned

Other Skills & Abilities

• Experience supporting a SaaS or technology platform preferred
• Familiarity with support and ticketing tools such as Jira or similar platforms
• Strong written and verbal communication skills
• Comfortable navigating ambiguity and working cross-functionally
• Analytical mindset. Able to identify patterns in data and translate them into actionable recommendations
• Self-starter with a bias toward documentation and process improvement

Physical Requirements

• Talking, hearing and using hands to operate a computer keyboard, mouse and other computer components
• Sitting for extended periods of time
• Vision abilities required by this job include close vision and the ability to adjust focus
• Job will require punctual attendance and regular presence on-site at the assigned work location

Education & Experience

• Bachelor's degree or equivalent experience
• 2 to 5 years of experience in customer success, technical support, or client operations

CERTIFICATIONS AND LICENSES

• Professional certification may be required in some areas.

WHY SHOULD YOU WORK FOR CRANE?

At Crane, we believe in providing our employees with excellent benefits at a Great Place to Work.

We offer:

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position requires the final candidate to successfully pass an E-Verify Check.

More Information: http://www.dhs.gov/e-verify

Company benefits are contingent upon meeting eligibility requirements and plan conditions.