Customer Success Specialist
Pronto Marketing
Pasig, Philippines
3d ago

Job Description

As a Customer Success Specialist , you’ll be responsible for responding to Simplesat customers and delivering a consultative and FUN support experience.

The role requires creative problem-solving and a thorough knowledge of how Simplesat works in different helpdesk and CRM systems.

Most communication is done through our Intercom support system. Both live chat and email. Occasionally, customers will require a short video call / screen share to get their problems solved.

You’ll work closely with the account management team (helping users with onboarding and converting to paid subscriptions), and the product team (building new features, creating documentation, helping bring new features to market).

Position Overview :

Provide chat, email, and occasional phone support to trialing and paying Simplesat customers.

Assist customers with troubleshooting and app implementation.

Work closely with account managers to ensure seamless transitions from Trial Period to paying customers.

Work closely with the product team to stay knowledgeable about the product, and provide feedback about what our customers need.

Help build and groom our growing knowledge base

Help with marketing-related projects such social media posting or website updates

You gotta be :

A great troubleshooter - Although some technical knowledge is required, the most important thing is to solve questions or problems logically and methodologically to find the best resolution.

Able to work alone - There will be some overlap with a previous shift, but in many cases, you might not have somebody to immediately assist you.

An effective English-speaking communicator - The majority of our customers are based in the major English countries (primarily USA).

English fluency is a must to ensure effective communication.

Someone who loves helping others - Your goal is not to close as many tickets as possible, it’s to help other human beings.

Requirements :

Available to work from around 10pm - 6am (Philippines time)

English fluency

Either : A university degree related to information technology OR at least 3 years of experience in a technical support role

Some experience with a customer support ticketing system (Zendesk, Zoho, LiveAgent, etc.)

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