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Customer Success Advocate

1 week ago

Manila, National Capital Region, Philippines Sutherland Full time

Sutherland serves marquee clients in major industry verticals. Our head office is located in Rochester, New York, USA, and we span 60 locations across 19 countries, supporting 8 industries.

The Pre-Sales Technical Support Consultant will be required to meet the following:

  • Support a global team of Nessus Sales Specialists with pre-sales demos and technical questions from Nessus prospects via voice, email, and chat channels.
  • Handle basic product how-to, configuration and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
  • Utilize Tenable Salesforce instance to document all pre-sales interactions and advance issues to other Tenable teams per documented processes.
  • Ensure customer feedback is properly channelled into Sales, Product Management and Marketing.
  • Identify opportunities to improve or add content to the Nessus Support Knowledge base and work with an SME to get the content added so it can be reused. At Tenable's discretion and approval, Nessus Pre-Sales Technical Consultants may create or add content to the knowledge base on their own.
  • Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations.

Required skills and qualifications include:

  • 1-year technical support experience supporting business customers in a contact center environment.
  • Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration.
  • A passion for making customers successful.
  • Outstanding written and verbal communication skills.
  • Service oriented attitude including outstanding customer service skills, attention to detail, and expertise in quickly resolving customer issues.
  • Thrives working in a team environment as well as comfortable working independently with minimal direction.
  • Ability to multi-task and manage multiple priorities in a fast-paced environment.

We offer a comprehensive benefits package, including competitive compensation, paid training, great HMO benefits, life insurance, paid time-off, sick leave conversion, Enrich program, annual performance-based merit increase, employee recognition, professional development, employee referral program, all mandatory statutory benefits, equal employment opportunity, and career advancement opportunities.