Job description

Essential Job Functions • Meet defined SLAs for all support inquiries during business hours • Perform live troubleshooting and white-glove onboarding assistance as needed • Maintain and grow client-facing and internal 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 enable 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 handling 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 Education & Experience • Bachelor's degree or equivalent experience • 2 to 5 years of experience in customer success, technical support, or client operations Work Location & Physical Requirements • Job requires the ability to use vision, adjust focus and work on a standard computer screen. • Job may require extended sitting or standing, use of standard office equipment. • Job will require presence at the assigned work location. • Job requires attendance and dependability. 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 (17 days per year), usable for sick time or 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 close to your heart • Employee discounts • Wellness incentives of up to $100 per year for completing challenges, plus 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:  dhs.gov Company benefits are contingent upon meeting eligibility requirements and plan conditions.

Requirements

Must-haves

Essential Job Functions
Meet defined SLAs for all support inquiries during business hours
Perform live troubleshooting and white-glove onboarding assistance as needed
Maintain and grow client-facing and internal 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 enable 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
Familiarity with support and ticketing tools such as Jira or similar platforms
Strong written and verbal communication skills
Comfortable handling 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
Education & Experience
Bachelor's degree or equivalent experience
2 to 5 years of experience in customer success, technical support, or client operations
Work Location & Physical Requirements
Job requires the ability to use vision, adjust focus and work on a standard computer screen.
Job may require extended sitting or standing, use of standard office equipment.

Nice-to-haves

Experience supporting a SaaS or technology platform preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jira

Platform: ukg
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

Paid Time Off

Wellness