Customer Care Implementation Consultant SaaS Product

6 hours ago

Clark Freeport Zone, Philippines TTeams Full time ₱720,000 - ₱1,080,000 per year

Must be willing to report in our Clark office site 3x a week

Benefits:

  • Morning shift
  • Work Equipment provided
  • HMO on day 1

JOB RESPONSIBILITIES:

Onboarding New Clients

  • Kick off client implementation
  • Set up Client credentials/login in the Software and Zoho
  • Run sessions and train clients on how to configure and use the software
  • Integrate software with their payroll via online or XML mapping.
  • Assist with employee data validation
  • Work with the developers for enhancements, issues, and requests during implementation.
  • Provide a software rollout project template to clients
  • Complete the checklist and assist the client to Go Live
  • Maintain in-depth knowledge of the software and the ability to adapt to its changes
  • Clarify customer requirements; probe for and confirm understanding of their implementation requirements
  • Document the complete and accurate Core HR and Onboarding Requirements Definition
  • Add client to CRM, send welcome email & manual
  • Obtain CSV data from the client, modify it in Excel, and import it into our software.
  • Assist with employee data validation, reporting setup (basic SQL)
  • Provide a software rollout project template to clients
  • Complete checklist to Go Live
  • Perform other tasks or duties assigned by the Client/Company Supervisor.

Live Website Chat - initial discussion with customer/lead

  • Monitor & engage website visitors via Zopim chat popups
  • Engage with Chat following a detailed script, answering questions about our software
  • Follow the data collection process
  • If the customer is interested, schedule a demonstration for the BDM
  • Update CRM & Report on weekly chat results

1st Level Support for our software

  • Monitor for reported issues
  • Provide email & text chat Support to customers
  • Register & resolve 1st level issues
  • Escalate 2nd-level issues to consultants

REQUIRED SKILLS AND QUALIFICATIONS:

  • Intermediate SQL experience - eg, writing queries, sorting data
  • Advanced Excel - eg, able to rapidly sort, filter, and realign data
  • Slack or a similar team collaboration/project tool
  • Customer support / technical support role
  • Perfect and fast written English

DESIRABLE BUT NON-ESSENTIAL EXPERIENCE:

  • Live web chat like Intercom/Zopim
  • Salesforce
  • Marketing Automation systems
  • Supporting a software product

Job Types: Full-time, Permanent

Pay: Php60, Php90,000.00 per month

Benefits:

  • Health insurance
  • On-site parking
  • Paid training

Work Location: In person

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