Client Care Analyst - International
New
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1.5 years
- Required Skills
- Salesforce
Requirements
- 1.5 years in a technical support type role
- Strong written and verbal communication skills
- Excellent professional, written, and verbal communication skills
- Experience with CRM software such as Salesforce
- Self-motivated and autonomous
- Experience working in a consulting environment or client-facing role
- Ability to excel in a fast-paced, agile environment
- Assertiveness, critical thinking, and strong problem-solving skills
- Solution-oriented, positive, patient, and persistent
- Ability to utilize, create and update knowledge base resources
- Time management skills
- Detail oriented with proven ability to document systems and processes
Responsibilities
- Review incoming support requests and evaluate risk, impact, and severity
- Develop subject matter expertise in our technology
- Provide technical support to clients via cases and chat
- Demonstrate professional, assertive, articulate, and friendly verbal and written communication
- Actively listen, ask relevant questions and challenge clients appropriately
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution
- Provide timely, articulate, effective and substantive updates via case management system
- Ensure each case progresses according to response and resolution targets in SLAs
- Effectively listen to all customer communications, identifying and logging all issues
- Create useful knowledge content and update existing knowledge base articles
- Maintain consistent performance on all key performance indicators
- Avoid escalation through proper communication and engaging proper resources
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