Remote SaaS Technical Customer Success Specialist

MicroSourcing; Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is hiring a Technical Customer Success Representative for a remote day shift in Metro Manila. You will respond to customer inquiries, provide solutions, and guide users through our SaaS platform to maximise value.

You will escalate complex issues, collect product feedback, and engage in ongoing professional development to improve service quality and customer outcomes. A collaborative, inclusive team culture awaits with opportunities for growth and learning.

Qualifications

• Proactively seek ways to enhance product knowledge and skills, applying new insights to improve customer support.
• Demonstrate empathy and patience when working with clients, focusing on the business outcomes and long-term success.
• Collaborate with internal teams to share knowledge and develop strategies that improve customer outcomes.

Responsibilities

• Customer Support: Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues, and ensuring timely resolution of concerns.
• Customer Education: Offer ongoing training and guidance on product features, updates, and best practices to help customers maximise the value of the SaaS platform.
• Issue Escalation: Identify and escalation more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
• Product Feedback: Gather and communicate patient feedback to the product development team to support continuous improvement and innovation.
• Skill Development for Improved Service: Regularly engage in professional development to enhance skills and understanding of the product.
• Documentation & Knowledge Sharing: Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement. Share knowledge and insights with the team to foster collective growth and improve client outcomes.
• Continuous Learning & Knowledge Development: Stay informed on the latest product updates, industry trends, and customer success best practices.

Job description

MicroSourcing is hiring a Technical Customer Success Representative for a remote day shift in Metro Manila. You will respond to customer inquiries, provide solutions, and guide users through our SaaS platform to maximise value.

You will escalate complex issues, collect product feedback, and engage in ongoing professional development to improve service quality and customer outcomes. A collaborative, inclusive team culture awaits with opportunities for growth and learning.