Responds to existing customer inquiries via phone, chat, and email.
Make outbound support calls to our existing clients
Develop relationships with existing clients and gather the correct information regarding their account
Ensure optimal product usage through account monitoring, client interactions, and ongoing training
Provide an unrivaled level of technical support
Uncover client needs and goals with good questioning practices and listening skills
Gain an understanding of the clients’ renewal and decision-making process
Onboard/ train new clients in using the software
Monitor service tickets and ensure timely closure of all assigned tickets.
Collaborate and facilitate communication with Sales and Product Development teams to resolve issues.
Assist the Quality Assurance team with product testing and validation during deploys and migrations.
Document and advocate for feature and product enhancement requests from customers
Requirements
Fresh grads may apply
Highly-motivated and goal-oriented
Organized, with keen attention to detail
Strong written and verbal communication skills both English and Tagalog. Must be able to effectively communicate over the phone, via email/web, and in person.
Works well with minimal supervision. You take charge and can operate autonomously
Authentically curious, you love learning and improving yourself
Exceptional prioritization skills
Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
Problem Solving/Critical Thinking – Have a good framework is key but the ability to recognize the uniqueness of each situation and think outside the box is essential to success.
Patience/Composure/Consistency – We love our clients! Even the difficult ones. Sometimes you need a thick skin to win them over and make them love you back.
Communication/Listening – Using sound communications and active listening skills to ensure you are getting your message across and/or understanding other people’s messages is crucial.
