Job Description
Pivvot, Inc.
Pivvot, Inc. is a software company owned by Terracon that delivers intelligent asset management systems to infrastructure organizations. Our data-driven, cloud-based platform securely connects people, information and technology. From siting and engineering – through long-term operations – we pivot our clients from guessing to knowing.

General Responsibilities:
Responsible for ensuring a successful client experience from initial onboarding and set-up, assisting with technical issues, and ongoing client meetings. Troubleshoot system tickets and collaborate with technical team on bug fixes.

Essential Roles and Responsibilities:

• Coordinate and initiate new client set-up, access and implementation as assigned.
• Troubleshoot and resolve moderate to complex technical issues reported by clients and other team members through phone, chat and ticket channels.
• Utilize the software platform and programs to identify bugs, reproduce, report and escalate issues to assist with resolution.
• Assist with the development of documentation and training materials for external and internal support center content.
• Conduct regular meetings with the client and make recommendations to ensure continued success and value realization with software platform.
• Develop a deep understanding of all products, offerings and integrations.
• Onboard and educate new clients on product features and functionality; set up goals the client wishes to accomplish with the product and set them up for success.
• Collaborate with technical teams to troubleshoot client problems, improve processes and ensure client satisfaction by providing feedback to internal partners and accurately communicating business needs.
• Assist with and deliver online product demonstrations.
• Monitor and facilitate the client’s adoption of software features and functionality while providing partners with an understanding of their overall business needs as they relate to our products
• Support clients through their renewal process with oversight from Group Manager, Client Success Manager, or above.
• Have a moderate level of technical competency of the software product(s) and data; be able to answer technical questions presented by clients.
• Curate content to allow the team to more efficiently and consistently deliver customer outcomes.
• Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.
• Perform other duties as assigned

Requirements:

• Bachelor’s degree and a minimum of 3 years’ related experience. Or, in lieu of a degree, a minimum of 7 years’ related experience.
• Proven competency with Geographic Information Systems (GIS) concepts and platforms, preferably QGIS or ArcGIS required for some software solutions.
• Valid driver’s license with acceptable violation history.

About Terracon
Terracon is a 100 percent employee-owned multidiscipline consulting firm comprised of more than 7,000 curious minds focused on solving engineering and technical challenges from more than 180 locations nationwide. Since 1965, Terracon has evolved into a successful multi-discipline firm specializing in environmental, facilities, geotechnical, and materials services. Terracon’s growth is due to our talented employee-owners exceeding expectations in client service and growing their careers with new and exciting opportunities in the marketplace.

Terracon’s vision of “Together, we are best at people” is demonstrated through our excellent compensation and benefits package. Based on eligibility, role and job status, we offer many programs including medical, dental, vision, life insurance, 401(k) plan, paid time off and holidays, education reimbursement, and various bonus programs.
EEO Statement
Terracon is an EEO employer. We encourage qualified minority, female, veteran and disabled candidates to apply and be considered for open positions. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or military status.