Customer Success Support Specialist

ABOUT US

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalised service and our in-depth knowledge of the markets we serve.

HEADLINE

Are you a Millennial with a passion for helping customers succeed? Do you thrive in a fast-paced and dynamic environment?

We are looking for an experienced CUSTOMER SUCCESS SUPPORT SPECIALIST for our client, an innovative and rapidly growing SaaS platform organization based in Brisbane, Australia. Become the key player, working in a dynamic team in Cebu and Australia that is revolutionizing the industry while making a positive impact on the customers' businesses in Australia.

What's in it for you:

• Work on cutting-edge technology and be part of a collaborative and forward-thinking team.
• Opportunity for growth into a Team Leader position within 12 months
• Personalised development program.
• Work alongside talented professionals in a rapidly evolving industry.

This is a full-time role, Monday to Friday, Day Shift.

This is an office-based position in central Cebu City.

The expected start date is APRIL 2024.

ABOUT THE ROLE

As a Customer Success Support Specialist in a SaaS platform organisation, you will be at the forefront of ensuring our customers' success. You will proactively engage with customers through a ticketing system or remote desktop access, providing onboarding and adoption support, troubleshooting and resolving issues, and gathering valuable feedback to drive product improvements. With a focus on delivering exceptional customer experiences, you will play a pivotal role in driving customer satisfaction, retention, and expansion.

Watch the video introduction of the client here:

RESPONSIBILITIES

• Proactive Customer Engagement: You will be the primary point of contact for our customers, providing exceptional support and guidance throughout their journey with our SaaS platform. Through proactive engagement, you will build strong relationships, understand their needs, and ensure they are maximizing the value of our product.
• Onboarding and Adoption: As a Customer Success Support Specialist, you will lead the onboarding process for new customers, ensuring a seamless transition and successful adoption of our SaaS platform. You will provide training, resources, and best practices to help customers fully utilize our product and achieve their desired outcomes.
• Troubleshooting and Issue Resolution: You will troubleshoot and resolve customer issues and inquiries in a timely and efficient manner. By leveraging your deep product knowledge, you will diagnose problems, provide solutions, and escalate complex issues to the appropriate teams, ensuring a high level of customer satisfaction.
• Customer Feedback and Insights: You will actively gather customer feedback, analyze trends, and share insights with the product and sales teams. Your valuable input will help drive product improvements and identify opportunities to enhance the customer experience, ultimately contributing to the success and growth of our SaaS platform.
• Renewals and Upselling Opportunities: Collaborating closely with the sales team, you will identify opportunities for renewals and upselling within the customer base. By demonstrating the value and ROI of our SaaS platform, you will help drive customer retention and expansion, contributing to the overall success of our organization.
• Bachelor's degree in Business, Marketing, or a related field.
• Have basic knowledge of database management, programming, and agile development;
• At least two (2) years of experience in a customer-facing role, such as technical support representative, customer support, account management, or customer success.
• At least one (1) year of experience in programming is preferred but not essential;
• Excellent English, communication and problem-solving skills, with the ability to empathize and build strong relationships with customers.
• Strong technical aptitude and ability to quickly learn and navigate new software systems.
• Detail-oriented with strong organizational and multitasking abilities.
• Proactive mindset with a focus on delivering exceptional customer experiences.
• Ability to work collaboratively in a cross-functional team environment.
• Familiarity with SaaS platforms and a passion for technology.

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present,
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.