Technical Product Advocate

14 hours ago

Calamba, Calabarzon, Philippines beBeeSupport Full time $18,000 - $24,000
Customer Support Professional

The Customer Support Specialist plays a vital role in ensuring our customers have an exceptional experience with Traackr's data-driven influencer marketing platform. This individual will provide expert guidance to users, facilitate the onboarding process, and deliver timely and clear responses to technical issues.

They will demonstrate a deep understanding of the products and services to provide expert guidance to users, and conduct training and working sessions with customers to optimize their utilization of the platform.

Responsibilities
  • Provide expert guidance to users on the platform's features and functionality.
  • Facilitate the onboarding process for new customers, including account setup and implementation.
  • Conduct training and working sessions with customers to optimize their utilization of the platform.
  • Deliver timely and clear responses to users, utilizing problem-solving skills to efficiently address complex technical issues through Intercom.
  • Collaborate with internal teams (data, engineering, product) to escalate and resolve customer issues effectively.
  • Work closely with Customer Success Managers and the Operations team to align our service level with company strategy.
  • Identify recurring issues and gather customer feedback to contribute to product improvement, providing valuable insights.
  • Assist the broader Customer Success team with various ad-hoc client projects such as usage and adoption reporting, presentation creation, and account analysis.
Requirements
  • Bachelor's degree.
  • Familiarity with influencer marketing platforms like Instagram, TikTok, and YouTube is a plus.
  • 2+ years of experience in SaaS customer support, Marketing, Communications, or Client Services.
  • Exceptional written and verbal communication skills are essential for supporting clients across multiple channels (email, online chat, virtual meetings, presentations) and collaborating effectively with internal teams spanning diverse geographies.
  • Must have the ability to tailor communication to different audiences and simplify complex topics to enhance understanding.
  • Demonstrated proficiency in public speaking and delivering compelling presentations.
  • Strong analytical skills, adept at using Microsoft Excel or Google Sheets.
  • Genuine passion for technology and a keen interest in exploring product intricacies.
  • Essential qualities include self-motivation, quick learning ability, resourcefulness, attention to detail, and a collaborative mindset.
  • Fluent in English, French, or Spanish; other languages are welcome.

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