Customer Support Associate

2 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time $104,000 - $130,878 per year

As a Customer Support Associate, you will play a vital role in helping customers get the most value from our solutions by providing guidance on product usage, troubleshooting technical or functional issues, and delivering prompt, professional service. You will handle customer inquiries through phone, email, and other channels, contribute to the knowledge base with helpful resources, and proactively support clients to ensure a seamless experience.  Our support team is known for responsiveness, accuracy, and customer focus and is dedicated to ensuring high levels of satisfaction and building lasting customer relationships.

Key Responsibilities

  • Ensure customer success by supporting customer stakeholders and end users

  • Develop an understanding of customer processes and standard operating procedures

  • Interact with customers via phone, email, web video conferencing, and ticketing platform to respond to inquiries and troubleshoot issues by analyzing the symptoms, identifying the root cause, and providing a solution

  • Document cases and customer interactions using our tracking system

  • Demonstrate responsiveness and sense of urgency in all customer interactions

  • Research issues by collaborating with your teammates when a solution is not readily available

  • Serve as a liaison between the customer and the customer success and engineering teams to resolve issues

  • Advocate for customers by coordinating and communicating suggestions for software enhancements

  • Stay current with application updates and demonstrate product expertise

  • Create, update, and maintain the resources in our Knowledge Base

  • Demonstrate a positive attitude and model professionalism in all contacts with internal and external customers

  • Work on special projects, as assigned

Skills and Experience

  • A Bachelor's degree

  • 3-5 years in SaaS customer service and support

  • Strong analytical skills

  • Knowledge and understanding of technology, online applications, and mobile software

  • Strong business acumen and project management skills

  • Strong written and verbal communication and interpersonal skills

  • Ability to build and manage relationships

  • Ability to prioritize, organize, and manage time effectively

  • Ability to successfully manage multiple projects and priorities in a fast-paced environment

  • Strong collaboration skills and ability to successfully partner with team members and clients

  • Strong computer skills, advanced MS excel skills, and both web-based and mobile applications.

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