Implementation Support Associate

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Requirements:

• We're looking for someone who is ambitious and wants to develop in a fast-growing company.
• The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect with a customer.
• You’ll be able to pick up new concepts quickly and empathise with customer pain points.
• We're also looking for strong project management and prioritizing skills, always keeping to deadlines and quick to follow-up with customers.
• Previous experience in customer support or customer-facing role, preferably (but not necessary!) within a B2B or B2C SaaS company dealing with end users and key stakeholders.
• Experience with a ticketing tool (such as Freshdesk, etc.) is preferable.
• A friendly, personable, and professional manner.
• Excellent written and verbal communication skills.
• Ability to make decisions, work well under pressure and consistently exercise good judgement.
• A self-starter, eager to learn and thrive in a high-functioning team.
• Track record of being the star performer on a team and exceeding the goals you set yourself.

Responsibilities:

• Answering customer support enquiries and managing support tickets, providing excellent support for both end users and key stakeholders.
• Understanding customer issues and troubleshoot their problems, ensuring they're resolved in a timely manner, responding according to SLA's.
• Escalating requests to the appropriate team, when necessary.
• Managing the escalation process and working with other parts of the organization to ensure customer issues are resolved.
• Helping and providing feedback to improve the quality of customer services and products.
• Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded.
• Maintaining our customer knowledge base and help centre, creating new articles and keeping the current ones up to date.
• Providing onsite support at customer launch events, ensuring smooth onboarding and addressing any issues in real-time.
• Supporting platform configuration, customization and set-up to meet the needs of customers during the implementation phase.
• Conducting training sessions for champions and managers during implementation, ensuring they are equipped to use the platform effectively.
• Offering post-launch support to ensure the platform is fully operational and meets customer expectations, addressing any follow-up issues promptly.