Outsourcing, Offshoring, Accounting & Project Management, CRM Consulting and Corporate services

Hiring: Customer Success Assistant

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!

Key Responsibilities:
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:

  • Self-motivated, highly organized and have a positive, uplifting attitude that inspires co-workers and clients
  • Analytical mind, problem solver, tactful
  • Software skills – MS Word & Excel. Gmail, Google Docs, Skype, ZenDesk, GoToMeeting.
  • Demonstrate superior verbal and communication skills. Must be able to thoughtfully express urgency without appearing desperate. Clients should enjoy working with SS and want to give us their time and attention above other projects that may be on their agenda
  • Exhibit excellent time management skills, ability to juggle projects, meetings, calls
  • Enjoys a high energy environment and love a rapid pace!
  • Great Attitude. Great Attitude. Great Attitude. We can teach you skills and knowledge, but you must bring a helpful, upbeat, sunny disposition to the job each and every day.

Optional:  My SQL and database experience will be a bonus for this role, but not required. 

The client:
SS represents the next generation of innovation for companies managing their social media reputation and customer interaction. SS gives companies real time ability to monitor and manage the online reputation of the enterprise and its professional service employees.  We are a growing, thriving, small business made up of smart, motivated people! SS is a lean organization. Currently, there is a CEO, a VP of Business Development, a Technology Strategist, and a Chief Technology Officer. This will be challenging, demanding, rewarding, and exhilarating.

Salary Range: 30K-40K
Work Experience: 3-5 years