Remote Technical Customer Success Specialist

MicroSourcing; Manila; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Technical Customer Success Representative for a remote day-shift role in Metro Manila. You will respond to customer inquiries, provide effective solutions, troubleshoot issues, and guide users through the SaaS platform to maximise value.

You will educate customers on features, escalate complex problems, collect feedback for product teams, and document interactions while continuously learning about product updates and best practices to deliver high-quality support.

Qualifications

• Proactively seek ways to enhance product knowledge and skills.
• Demonstrate empathy and patience when working with clients, focusing on business outcomes.
• Collaborate with internal teams to share knowledge and develop strategies that improve customer outcomes.

Responsibilities

• Respond promptly to customer inquiries with effective solutions and troubleshooting.
• Offer ongoing training and guidance on product features, updates, and best practices.
• Identify and escalate more complex issues to senior team members for resolution.
• Gather and communicate customer feedback to support product development.
• Engage in professional development to enhance product understanding and provide deeper insights.
• Maintain detailed records of interactions and share knowledge with the team.
• Stay informed on product updates and industry best practices to improve the experience.

Skills

Empathy

Patience

Collaboration

Customer-focused

Job description

Discover your 100% YOU with MicroSourcing!

Position: Technical Customer Success Representative

Location: Metro Manila

Work setup & shift: Remote| Day Shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

What You'll Do

• 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 escalate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
• Product Feedback: Gather and communicate customer 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. This ensures you can provide deeper insights and more advanced solutions to customers, improving their overall experience.
• 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. Use this knowledge to improve the customer experience and provide higher-quality, strategic support.
  
  

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 their business outcomes and long-term success.
• Collaborate with internal teams to share knowledge and develop strategies that improve customer outcomes.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply