Customer Success Specialist...

JOB INDEX - 3 months ago - Job Mail

3 months ago

Customer Success Specialist

• Making sure our customers are happy and get world class support if/when they have questions

or issues

• Respond to phone calls, chats, emails and support tickets in a timely, professional and

customer-centric manner during US business hours

• Triaging inbound requests, responding directly and/or escalating accordingly

• Working with customers and end users to address product configuration issues and resolve any

usability questions directly

• Document, reproduce and escalate potential bugs or issues immediately and follow-up with

internal and external stakeholders until they are resolved

• Contributing to self-help portal including FAQs, tutorial and canned responses

• Conducting internal and external follow-up on issues to verify issue resolution and ensuring

customer satisfaction

• Collaborating with Training/Onboarding team as well as Product Managers to identify common

pain points and create process & product improvements

• Provide on-site IT support to the team in Cape Town, and remote IT support to remote

US employees and US employees in the Austin Office

• Other tasks to support CT Operations as needed, we're a fast-growing technology company in

a dynamic market environment so you'll definitely want to be flexible, committed to creating a diverse environment and is proud to be an equal

opportunity employer. All qualified applicants will receive consideration for employment without

regard to race, color, religion, gender, gender identity or expression, sexual orientation, national

origin, genetics, disability, age, or veteran status.