Working hours: California West Coast (PST) 9-5, Manila time is midnight to 9AM (nightshift).
We are looking for an individual to join our team as Customer Success Assistant. Through this role, you’ll partner with members of the Sales, Product, Support and Technology teams. You will be working with the Success teams to ensure they are delivering the best possible service and support to our growing base of customers.
The ideal candidate will be personable, highly organized and tech minded. You should maintain a positive attitude and be eager to learn. Extremely strong communication skills (written and verbal) are critical to this role. If you love people and problem solving and want to continue a client focused career, this is the opportunity for you!
You will be responsible for assisting in the setup of enterprise client accounts, assisting with On-Boarding call with the P.o.C. and her team, maintaining multiple checklists and driving the process forward with forcefulness and tact
The successful individual will apply knowledge, experience, & critical analysis to make judgment decisions. You must be a “Promise Keeper”. Deadlines are religion!
You must be able to test client settings in our software, troubleshoot issues, manage expectations (internally & externally)
Documenting customer requests and resolution in our online support ticketing system
Handle the initial response and resolution of all 1st level requests and the routing of tickets that require additional technical support. This includes escalating any issues to Management as necessary
Communicating with our internal staff to ensure that higher-level technical issues are resolved quickly and efficiently
Manage and follow-up on open issues to ensure customers questions or concerns are addressed
Research, update, and document customer details including addresses, phone numbers, social media links, etc
Formatting of data and manual data entry
Skills & Personality Attributes we are seeking: