Associate Customer Success - First Advantage

At PrintScan "A First Advantage Company", people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career, and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.  

What We Do:
We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

Who You Are:

• You are self-motivated and ready to “roll up your sleeves." While you are an independent contributor, you are also collaborative. You can spearhead a project and see it through from start to completion.
• As a team player, you navigate cross-functional teams and work well with team members in other business units and departments toward a common goal.
• An Innovator — you see gaps in current processes or workflows as an opportunity to improve and try something new.
• A lifelong learner and always seeking out opportunities to learn and upskill, you understand the importance of thorough and secure screenings and are interested in the Human Capital sector and the confluence of people, process, and technology.

What You'll Do 
A successful Customer Success Account Associate on the Infinite ID team would excel in building and maintaining strong relationships with a diverse customer base, ensuring their seamless experience with our systems. This role involves proactive communication, effective resolution of technical issues, and insightful handling of customer feedback to continually enhance service quality. The account manager serves as a key connector between customers and the company, driving satisfaction through exceptional support and strategic problem-solving.

• Customer Relationship Management: Serve as the primary liaison for over 300 customer sites, fostering strong, supportive relationships through regular, effective communication.
  Onboarding and Training: Conduct comprehensive training sessions for new customers ensuring a smooth integration and ongoing success.
• Technical Support and Maintenance: Manage and resolve low level technical issues via Jira ticketing, perform site maintenance, and troubleshoot equipment problems to ensure optimal functionality and customer success.
• Feedback Management: Actively engage with customers to gather and analyze feedback, addressing concerns and coordinating retraining sessions as needed to enhance service quality.
• Administrative and IT Support: Handle the setup of systems for new customers and provide essential IT support for issues such as scanner or other equipment malfunctions.
• Communication: Maintain consistent and effective communication with a diverse client base through phone and email, ensuring all support needs are promptly met.
  Documentation and Tracking: Meticulously track all support interactions to ensure issues are resolved efficiently and standards of service are maintained.

What You May Need to be Successful:

• High school diploma required, college degree in Business Administration, Information Technology, or a related field preferred.
• Proven track record in customer account management or a related role, ideally within a technology or IT-focused environment.
• Strong technical ability with experience in troubleshooting and explaining complex systems effectively.
• Highly organized, detail-oriented, and committed to providing exceptional customer service.
• A collaborative team player with a positive attitude and a proactive approach to problem-solving.
• This position will report onsite to our offices located in Hicksville, NY

Why First Advantage is Your Next Big Career Move  
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:

• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 8 paid company holidays   
• Access to new tech and growth opportunities, and leaders who want to see you succeed!

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

United States Equal Opportunity Employment:
First Advantage is proud to remove barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

Work Location – Hicksville, NY
 

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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