sIPhon Customer Success Manager
Position available in Poway, California
Who is Beacon Cloud Solutions?
Beacon Cloud Solutions, Inc. (BCS) was formed based on the belief an Internet connection and a web browser is all you need to fully run and operate a business. It is our mission and passion to develop and deliver cloud-based solutions that change the way data is processed and how our customer do business. We are a family oriented company and believe that it’s OK to have fun at work. We believe our customers should be able to work from anywhere with an Internet connection and a web browser, so that’s how we operate. Also, we love our customers because they keep us in business, so when they call us we are happy and do everything we can to solve their issue.
Position Description
Provide customer support for Military Treatment Facilities (MTF) transitioning their application and information systems to the Defense Health Agency (DHA). As an MTF transitions to the DHA, adherence to RMF for DoD IT is required. Customer support managers will assist the MTF in their onboarding of their Ports, Protocols, and Service (PPS) data into the sIPhon application.
Required Qualifications
NON-NEGOTIABLE: Must currently hold an active government security clearance
Minimum 2 years of technical service experience (networking)
Prior DoD experience
Core Functions
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve system and application owners' problems.
Keep records of system and application owners' interactions or transactions, recording details of requests, complaints, or comments, as well as actions taken.
Schedule and coordinate the on-boarding process to sIPhon for system and application owners'.
Assist in the data collection of PPS data for entry into the sIPhon application.
Identify, document, and develop frequently asked questions to support the system and application owners' on-boarding process to sIPhon.
Work with system and application owners' during the onboard process to ensure all appropriate system-level access is completed and approved, DD 2875 processing.
Provide support to system and application owners' across multiple time zones.
Provide an exceptional experience to drive customer relationship management.
Specific Skills
Good communicator, well-spoken and well-written
Empathy for system and application owners' experience with prior bad processes
Open to feedback, both negative and positive
Understands the customer service industry and the importance of customer follow-up
Pays attention to detail
Understanding of networking fundamentals for IP management and OSI model
Understanding of firewall fundamentals
Understanding of information system architecture
Learn and become subject matter expert of sIPhon
Must Be able to work efficiently in a remote work setting
Benefits
Medical, Dental, Vision, and Life Insurance (Employee / Family Plans)
BCS covers 100% employee and 100% Employee + Family, on qualifying plans
401-K Retirement Plan with company matching
Employee Purchase Stock Options
Unlimited Paid Time Off [Manager approvals required]
*ALL benefits subject to a 90-day new hire evaluation
Apply by Submitting a Resume and Cover Letter at the link below