The Customer Success Agent provides technical support for Adept software and infrastructure while managing customer cases through various communication channels. They also contribute to product quality through software testing, issue replication, and the creation of technical documentation.
Position Summary
The Customer Success Agent (CSA) is responsible for delivering exceptional technical support and customer service to Adept customers throughout the customer lifecycle. Acting as the primary technical resource for support requests, the CSA diagnoses, troubleshoots, and resolves issues involving Adept software, Microsoft Windows Server environments, Microsoft SQL Server, IIS, authentication services, engineering applications, and related infrastructure.
The CSA partners closely with Customer Success Managers (CSMs), Quality Assurance, Product Management, Development, Professional Services, and Sales to ensure customer issues are resolved efficiently while continuously improving the customer experience. In addition to technical support, the CSA contributes to product quality through testing, documentation, and knowledge sharing.
This position requires strong technical aptitude, excellent communication skills, and a customer-first mindset. The CSA participates in an after-hours on-call rotation providing 24x7 support for critical customer issues in accordance with company support policies and customer service level agreements (SLAs).
Essential Accountabilities
Time
Responsibility
Description
65%
Customer Technical Support
Provide world-class technical support to Adept customers through phone, email, remote sessions, and ticketing systems.
25%
Quality Assurance & Technical Validation
Assist with software testing, issue replication, and validation of product fixes.
5%
Documentation & Knowledge Management
Create and maintain technical documentation and customer knowledge resources.
5%
Professional Services & Additional Responsibilities
Support customer events, training, and other departmental initiatives.
Essential Duties & Responsibilities
1. Customer Technical Support (65%) Serve as the primary point of contact for customer technical support by:
Responding to customer requests through phone, email, web, and support ticket systems.
Experience working directly with external customers in a technical support environment.
Technical Knowledge Strong working knowledge of:
Microsoft Windows Server
Microsoft SQL Server
Microsoft IIS
Microsoft Active Directory
SSL Certificates
Networking fundamentals (DNS, TCP/IP, Firewalls)
Windows Desktop operating systems
Virtualization technologies (VMware, Hyper-V)
CAD applications such as AutoCAD, Inventor, or SOLIDWORKS
Document Management or Product Data Management systems
Experience with the following is highly desirable:
Salesforce
Atlassian Jira
Azure Active Directory / Entra ID
LDAP
SAML / Single Sign-On
PowerShell
OpenSearch
Communication
Excellent verbal and written communication skills.
Ability to explain complex technical concepts to both technical and non-technical audiences.
Professional, patient, and customer-focused demeanor.
Strong documentation skills.
Problem Solving
Strong analytical and troubleshooting abilities.
Ability to independently identify root causes and develop effective solutions.
Ability to manage multiple priorities while maintaining attention to detail.
Sound judgment regarding escalation and prioritization.
Teamwork
Demonstrated ability to collaborate across departments.
Positive attitude with a willingness to mentor and share knowledge.
Strong organizational and time management skills.
Flexibility
Willingness to participate in rotating evening, weekend, holiday, and overnight on-call schedules.
Ability to occasionally work outside normal business hours to support customer emergencies and planned maintenance activities.
Working Conditions
Condition
Percentage
Indoor Office Environment
100%
Internet
Ethernet, Hi-Speed Internet Services
Outdoor Work
0%
Travel
Up to 10% (occasionally for customer meetings, training, or conferences)
Noise Exposure
Minimal
Hazard Exposure
Minimal
No unusual physical requirements.
Key Working Relationships
Internal
Customer Success Managers
Customer Success Specialists
Customer Success Agents
Development
Quality Assurance
Product Management
Sales
External
Customers
Customer IT Administrators
System Administrators
Engineering Managers
CAD Administrators
Adept Administrators
Success Measures
A successful Customer Success Agent consistently demonstrates:
High customer satisfaction (CSAT)
Timely response and resolution of support cases
Effective management of assigned ticket backlog
Accurate case documentation
Strong collaboration across departments
High-quality technical documentation
Meaningful contributions to product quality through testing and issue validation
Dependable participation in the 24x7 on-call support rotation
Continuous technical learning and professional development
All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
