Technical Support Expert

7 days ago


Cebu City, Central Visayas, Philippines Tbwa ChiatDay Inc Full time

Karbon is a global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication.

Our customers are based in 34 countries, and our team is distributed globally, with people located in the US, Australia, New Zealand, Canada, the UK, and the Philippines. We're well-funded, ranked #1 on G2, and have a fantastic team culture built on our values.

About This Role
  • As a Customer Support Representative, you'll provide video and technical chat support to customers, training them on the Karbon platform to drive client satisfaction.
  • You'll ensure considerable value is realized by the customer on the platform within the first 90 days after sale.
  • Drive growth in existing customers after 90 days of the sale by promoting awareness and adoption of the product.
  • Increase participation in free service offerings such as the Getting Started & Onboarding webinar series.
  • Acquire and maintain a working knowledge of the value proposition of the platform and the existing and future needs of the customer.
  • Assist in completing customer-facing activities, including updating client data, support resources, and support videos.
  • Solve customers' problems by building partnerships, driving product/feature adoption, and ensuring customers actualize the value proposition from their investment.
Requirements
  • 1-2 years of customer service experience.
  • Prior experience with chat/support software, such as Intercom or Zendesk.
  • Problem-solving skills and ability to find solutions calmly and efficiently.
  • BA/BS preferred and industry experience in B2B SaaS businesses, accounting professional services, training, or education.


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