Customer Success Support Specialist
BSA Solutions Inc.
- Cebu City, Cebu
- Permanent
- Full-time
- Work on cutting-edge technology and be part of a collaborative and forward-thinking team.
- Opportunity for growth into a Team Leader position within 12 months
- Competitive compensation of up to PHP35K, with excellent benefits.
- Personalised development program.
- Work alongside talented professionals in a rapidly evolving industry.
- Proactive Customer Engagement: You will be the primary point of contact for our customers, providing exceptional support and guidance throughout their journey with our SaaS platform. Through proactive engagement, you will build strong relationships, understand their needs, and ensure they are maximizing the value of our product.
- Onboarding and Adoption: As a Customer Success Support Specialist, you will lead the onboarding process for new customers, ensuring a seamless transition and successful adoption of our SaaS platform. You will provide training, resources, and best practices to help customers fully utilize our product and achieve their desired outcomes.
- Troubleshooting and Issue Resolution: You will troubleshoot and resolve customer issues and inquiries in a timely and efficient manner. By leveraging your deep product knowledge, you will diagnose problems, provide solutions, and escalate complex issues to the appropriate teams, ensuring a high level of customer satisfaction.
- Customer Feedback and Insights: You will actively gather customer feedback, analyze trends, and share insights with the product and sales teams. Your valuable input will help drive product improvements and identify opportunities to enhance the customer experience, ultimately contributing to the success and growth of our SaaS platform.
- Renewals and Upselling Opportunities: Collaborating closely with the sales team, you will identify opportunities for renewals and upselling within the customer base. By demonstrating the value and ROI of our SaaS platform, you will help drive customer retention and expansion, contributing to the overall success of our organization.
- Bachelor's degree in Business, Marketing, or a related field.
- Have basic knowledge of database management, programming, and agile development;
- At least two (2) years of experience in a customer-facing role, such as technical support representative, customer support, account management, or customer success.
- At least one (1) year of experience in programming is preferred but not essential;
- Excellent English, communication and problem-solving skills, with the ability to empathize and build strong relationships with customers.
- Strong technical aptitude and ability to quickly learn and navigate new software systems.
- Detail-oriented with strong organizational and multitasking abilities.
- Proactive mindset with a focus on delivering exceptional customer experiences.
- Ability to work collaboratively in a cross-functional team environment.
- Familiarity with SaaS platforms and a passion for technology.
- Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
- Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
- Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
- Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
- Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
- Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
- Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
- Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present,
- Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.