Customer Support Specialist

3 weeks ago

San Jose, Philippines Tech Firefly Full time

Overview

Customer Support Specialists are part of a team that is responsible for building and running efficient processes for global data management that enable accurate, consistent, and clean portfolios for Sales team compensation, reporting and analysis. The team takes pride in helping internal sales teams organize customer data through a highly efficient scaled support model. Experts in driving process improvements and consistency, Customer Support Specialists are analytical and strategic with a pragmatic sense of getting things done.

In this role, you will manage incoming questions and escalations across multiple internal systems, troubleshoot issues, analyze root causes, and document resolution paths to drive ongoing process improvements. You will also assist with ad hoc assignments, such as Company Move approvals. The ideal candidate has excellent communication and analytical skills, a customer-first mindset, and a strong passion for problem-solving.

Pay: $28+/hour based on experience

Must work 2-3 days per week on-site in office (San Jose, CA)

Responsibilities
  • Function as the central resource for client\'s global customer data standards & policy.
  • Triage and troubleshoot user-reported issues related to account assignments and customer data.
  • Collaborate closely with team members, stakeholders, and client sales teams to resolve inquiries efficiently.
  • Define and document resolution paths and identify opportunities for process improvement.
  • Work consultatively with client sales teams, via email or video-conferencing, to understand and solve their customer data issues and inquiries.
  • Review and approve Company Move requests.
  • Investigate and resolve escalation issues sent from our partners, sellers, and implementation team
  • Coordinate and validate complex hierarchy change requests, ensuring compliant structures across multiple sales teams.
  • Uphold data integrity and ensure strict compliance with security and privacy policies.
  • Exercise sound judgment to make business decisions in ambiguous situations, including interpreting and applying policies in gray areas.
Qualifications
  • Bachelor’s degree (BA/BS) and 2+ years of relevant professional experience, or equivalent practical experience.
  • Strong professional etiquette, organizational skills, and keen attention to detail.
  • Excellent investigative, troubleshooting, and problem-solving skills, with the ability to prioritize effectively and perform well in a fast-paced environment.
  • Exceptional written and verbal communication skills.
  • Highly process and policy oriented.
  • Exceptional customer service skills with the ability to resolve complex inquiries professionally.
  • Quick learner, adaptable to quickly learn new tools & change in processes
  • Ability to analyze data, identify patterns, and generate actionable insights.
  • Prior experience in Account Management, Sales Operations and Data Quality Management is a plus, but not required.
Benefits

Subsidized Medical, Dental and Vision Insurance

Paid Time Off

Employee Assistance Programs

Retirement Savings

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