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Customer Operations Specialist

4 months ago

Manila, National Capital Region, Philippines KMC Solutions Full time

How You'll Make an Impact

Respond to customer queries in a timely and accurate way, via phone, email.Identify customer needs and helping customers use specific features.Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)Update our internal databases with information provided from customerFollow up with customers to ensure their technical issues are resolved.Assist in training junior Customer Support Representatives.Proactively report and notify management team of critical system issues/bugs/outages and create tickets to appropriate team members for resolutionMaintain documentation and proper records of work operations and decisions takenFacilitate technical conversations with Publisher partners to identify resolutions for technical issuesWhat You'll Need to be Successful

Must Have:

2-4 years of direct, verifiable customer support experience in a fast-paced environmentStrong written, verbal, and organization skillsExcellent problem solving, critical thinking, and analytical skillsExperience with enterprise social media networksStrong understanding of technological platforms and web infrastructureQuick learner; able to learn new technologies on own as necessaryAbility to work effectively cross-functionally with Product, Sales and Customer Success.Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)Willingness to work off hours (nights and weekends) as urgent customer needs dictateCommitted team player with the ability to function both independently and as part of a teamMust be personable, friendly, and able to work efficiently under time constraints.In this position, you will routinely act independently while researching and developing solutions to customer issuesExperience using help desk software and remote support toolsDesire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of bothThe ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagementMust be willing to work On-site at KMC Armstrong Bldg, Makati CityMust be willing to work on Night Shift (12am – 9am)

Desired Skills (but not required):

Experience as a Customer Support Specialist or similar CS role with an enterprise Saas providerFamiliarity with the MarTech industryExperience working with social media platforms and listings management softwareExperience working with local landing pages and SEO