Customer Success Specialist
At a glance
Mid-level Customer Success role at Sourcefit. Remote, Philippines · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Guide customers through setup, answer their questions and follow up until reported problems are addressed
- Troubleshoot system, hardware and software problems for Airbnb hosts, rental managers and hotel leaders
- Use Salesforce to log support tickets and track their progress
- Deliver technical projects independently or with other departments, and create onboarding and support materials
- Build product testing processes that check whether new and existing products meet client needs
What you bring
- At least two years in a technical or customer support role
- A bachelor's degree in business, computing, information technology or a related area
- Fluent English, strong IoT knowledge and a methodical approach to resolving issues
Who this fits
This role suits someone who enjoys hands-on customer support, troubleshooting and onboarding, and can manage project work independently as well as with other teams. It is remote, Monday to Friday, from nine to six Pacific time, with Philippine holidays observed.
From the employer
Position Summary:
We are looking for an enthusiastic, technically minded and very personable member to join our Customer Success team in the role of Customer Success Specialist. Your role will involve interacting with Airbnb hosts, vacation rental property managers, and leaders in the hotel industry. As a Customer Success Specialist, your main objective will be to help maintain strong customer relationships, by helping them troubleshoot issues as well as helping them through the onboarding process.
Job Details:
Work from Home
Monday to Friday | 9 AM - 6 PM PST
Following Philippine Holidays
Responsibilities:
- Develop strong customer relationships building on quality, reliability, trust and a “customer first” attitude.
- Learn the systems end-to-end to support customers with their issues and product requirements.
- Deploy technical projects and execute on project deliverables while working independently and through collaboration with relevant departments.
- Provide Tier 1 Customer Support with understanding and empathy to system issues
- Submitting tickets and tracking utilizing salesforce our CRM platform
- Execute daily customer support operations including responding to questions and following up on reported issues
- Continuously supporting clients throughout the onboarding process
- Building and maintaining strong relationships with clients
- Hardware and software troubleshooting
- Creating internal/client-facing on-boarding and support material
- Develop and apply testing processes for new and existing products to meet client needs
Qualifications:
- At least 2 years of experience in a technical or support-related role
- Bachelor's Degree in Business, Computer Science, Computer Engineering, Information Technology, or related
- Fluent English speaker and writer
- Strong knowledge in IoT
- Strong Customer Service skills
- Systematic and methodical approach to troubleshooting issue.
- Experience using tools such as Salesforce, Chorus, Fullstory, Outreach and Jira is an asset
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