Customer Success Specialist

Sourcefit; Quezon City; Remote; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Work from home

Job summary

Sourcefit is hiring a Customer Success Specialist to join our remote team in the Philippines. You will engage with Airbnb hosts, property managers, and hotel leaders to nurture relationships and resolve onboarding and product issues.

Ideal candidates bring at least 2 years in a technical/support role, a related degree, fluent English, and IoT knowledge. You will leverage Salesforce, Chorus, Fullstory, Outreach and Jira to support customers and improve their experience.

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 field.
• Fluent English speaker and writer.
• Strong knowledge in IoT.

Responsibilities

• Develop strong customer relationships with a customer-first attitude.
• Learn systems end-to-end to support customers with issues and product requirements.
• Deploy technical projects and execute on project deliverables with independence and cross-department collaboration.
• Provide Tier 1 Customer Support with understanding and empathy to system issues.
• Submit tickets and track using Salesforce CRM.
• Execute daily customer support operations including responding and following up on issues.
• Support clients throughout onboarding process.
• Build and maintain strong client relationships.
• Troubleshoot hardware and software issues.
• Create onboarding and support materials for clients.
• Develop and apply testing processes for products to meet client needs.

Skills

Technical support

Customer service

IoT knowledge

English fluency

Troubleshooting

Salesforce

Chorus

Fullstory

Outreach

Jira

Education

Bachelor's degree in a related field

Tools

Salesforce

Chorus

Fullstory

Outreach

Jira

Job description

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