Technical Customer Success Representative

MicroSourcing; United States; Remote; USD 5,700 - 11,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing International is seeking a Technical Customer Success Representative to support customers remotely from the Philippines, with a day shift schedule. You will respond to inquiries, guide users through product features, and ensure smooth adoption of the SaaS platform.

You'll collaborate with product and support teams, escalate complex issues, and continually learn about updates to deliver high-value, proactive service while maintaining an inclusive, growth-focused work culture.

Qualifications

• Proactively seek ways to enhance product knowledge and skills.
• Demonstrate empathy and patience when working with clients.
• Collaborate with internal teams to improve customer outcomes.

Responsibilities

• Respond promptly to customer inquiries, providing effective solutions.
• Offer ongoing training and guidance on product features and best practices to help customers maximise the value of the SaaS platform.
• Identify and elevate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
• Gather and communicate customer feedback to the product development team to support continuous improvement and innovation.
• Regularly engage in professional development to enhance skills and understanding of the product.
• Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement.
• Stay informed on the latest product updates, industry trends, and customer success best practices to improve the customer experience.

Skills

Empathy

Patience

Collaboration

Job description

Discover your 100% YOU with the company!Position: TechnicalCustomer Success RepresentativeLocation: Metro ManilaWork setup & shift: Remote| Day Shift

Why join the company?

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 bonusesA 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 elevate 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 the company

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

Our commitment to 100% YOU

the company 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 the company, 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

Terms & conditions applyOriginally posted on Himalayas