Customer Success Advocate

15 hours ago


Lahore, Punjab, Pakistan Joblogic Service Management Software Full time
About Our Company

Joblogic is a leading provider of service management software, helping field service businesses streamline their operations and improve customer satisfaction.

Job Title

Product Support Specialist

Job Description

This is an exciting opportunity to join our growing team as a Product Support Specialist. As a key member of our customer success department, you will be responsible for providing exceptional support to our customers, helping them to resolve technical and non-technical issues with our platform.

Responsibilities
  1. Customer Support: Provide top-notch support to customers via phone, email, or live web chats, resolving technical and non-technical issues with our platform.
  2. Problem-Solving: Utilize your analytical skills to identify and resolve customer issues efficiently.
  3. Escalation Management: Effectively manage customer escalations in accordance with agreed SLAs and support agreements.
  4. Customer Engagement: Foster strong relationships with customers to ensure high levels of satisfaction and retention.
  5. Bespoke Solutions: Develop tailored solutions to meet individual customer needs, ensuring their satisfaction and loyalty.
  6. Communication: Present complex technical information to non-technical audiences, ensuring seamless understanding and adoption of our platform.
  7. Tracking and Monitoring: Accurately track and monitor customer interactions, ensuring timely and efficient issue resolution.
  8. Quality Control: Conduct regular quality control checks to ensure accurate and efficient issue resolution.
  9. Collaboration: Work closely with cross-functional teams to resolve customer issues and improve overall customer satisfaction.
Requirements
  • Experience: Minimum of 2 years of experience in a similar role, preferably within the service management industry.
  • Ticket Tracking: Proven experience with ticket tracking tools such as Zendesk, Oracle, Salesforce, or Tracker.
  • Screen Sharing: Familiarity with screen sharing software such as Zoom, AnyDesk, Teams, or LogMeIn.
  • LIVE CHAT: Experience with live chat tools like Intercom will be preferred.
  • Helpdesk/Support: Previous helpdesk or support experience with a proven ability to de-escalate and troubleshoot product-related issues.
  • Translation: Ability to translate technical solutions to customers in a non-technical and easy-to-follow manner.
  • International Work Experience: International work or project experience in countries such as the USA, UK, Canada, or others.
  • Communication Skills: Excellent verbal and written communication skills, native language proficiency required.
  • Interpersonal Skills: Strong interpersonal skills with the ability to build rapport with customers and colleagues.
  • Eagerness to Learn: Eagerness to learn and develop new skills to improve job performance.
  • MS Office: Working knowledge of Microsoft Office (Excel, Word, PowerPoint, etc.).
  • Prioritization: Ability to prioritize tasks based on business and customer demands.
  • Teamwork: Strong teamwork and collaboration skills with the ability to work effectively with other departments.
Nice to Have
  • Technical Experience: Experience with SQL and development work.
  • Jira Experience: Familiarity with Jira software.
  • Quality Control Experience: Experience with quality control processes.
  • Customer Queries Audit: Experience with auditing customer queries.
  • Team Member Coaching Sessions: Experience conducting coaching sessions with team members.
What We Offer
  • Professional Environment: A professional and dynamic work environment.
  • Insurance Benefits: Comprehensive life insurance and medical insurance benefits for employees and their families.
  • Flexible Hours: Flexible working hours with a maximum of 45 hours per week.
  • Company Trip: Annual company trip to reward employees' hard work and dedication.


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