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🔍 B2B, SaaS, FinTech
- At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
- Experience with APIs, Implementation Management and/or Project Management desired.
- Successful record of going above and beyond your job description to better our relationships with customers and vendors.
- Understand and use common social media and digital tools and demonstrate an ability to triage applications at an in-depth level.
- Can easily navigate customers through a variety of complex and technical obstacles.
- Excellent prioritization skills and an ability to make decisions quickly.
- Real passion for customer service and a rare ability to understand enterprise customer needs.
- Knowledge of Zendesk, JIRA, Looker, and Intercom a plus.
- Stellar verbal and written communication in English.
- Ability to think on one's feet and find creative solutions at an application and account level.
- Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers.
- Understand and act as a first point of contact for Hearsay products and applications.
- Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution.
- Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues.
- Comfortable with ambiguity and working alone on tough assignments.
- Willingness to proactively act, without being asked to help.
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
- Consistently attain Hearsay's target customer satisfaction score.
- Maintain SLAs.
- Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients.
- Execute our support strategy and build stellar relationships with our customers.
- Demonstrate deep execution focus by achieving quarterly goals at the team level.
- Focus on continuous team improvement by onboarding new team members and providing and receiving specific feedback.
Project ManagementJiraCommunication Skills
Posted 2024-09-21
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