Customer Success Representative

1 week ago

Manila, National Capital Region, Philippines Hexamatics Consulting Inc Full time

Customer Success Responsibilities

· Implement GuardWare products at customer sites, ensuring proper setup, integration, and handover in accordance with best practices.

· Conduct regular review meetings with customers to understand their evolving requirements and ensure system configurations align with business needs.

· Deliver prompt, accurate, and professional responses to customer inquiries through meetings, email, chat, or ticketing systems (e.g., Jira Service Management).

· Provide step-by-step guidance to customers for the configuration, deployment, and optimal use of GuardWare solutions.

· Record all issues, resolutions, and best practices in the knowledge base to enhance organizational learning and service efficiency.

· Foster and maintain strong, long-term customer relationships across multiple regions and time zones, ensuring consistent service excellence.

Technical Support & Troubleshooting

· Serve as the first and second line of technical escalation for international customers.

· Diagnose and resolve issues related to software, cloud services, and integrations (e.g., Windows servers, Azure/AWS, APIs, databases).

· Analyze system logs, error traces, and event data to identify root causes.

· Collaborate with the development and QA teams to escalate product defects and track fixes.

Incident & Change Management

· Manage incidents through to resolution within defined SLAs.

· Participate in change, problem, and release management processes.

· Coordinate with infrastructure teams for deployment, patching, and updates.

Continuous Improvement

· Contribute to process automation through scripts and tools (e.g., PowerShell, Python).

· Suggest improvements to documentation, UI/UX feedback, and system performance.

· Assist in training and onboarding of regional support engineers.

Required Skills & Qualifications

· Experience in technical or application support (preferably international).

Strong knowledge of:

o Windows Server, IIS, and Active Directory

o Cloud platforms (AWS, Azure, Microsoft 365)

o Networking fundamentals (DNS, VPN, HTTP/HTTPS, SMTP)

o SQL databases and basic query troubleshooting

o Ticketing systems and ITIL-based support frameworks

· Scripting or automation experience (PowerShell, Python, Bash).

· Excellent communication skills in English; additional languages are an advantage.

· Ability to work independently and across time zones.

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