Customer Success Specialist in the real estate sector, providing onboarding and customer support. Focused on enhancing user experience and driving client retention.
About the role
- Technical Success Manager responsible for troubleshooting and optimizing platform usage for APAC clients. Collaborating with internal teams and providing consultative guidance in a client-facing role.
Responsibilities
- Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
- Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
- Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
- Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites.
- Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.
- Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).
- Manage client expectations and meet or exceed time commitments consistently.
- Detect and take immediate action when a client shows signs of increasing frustration. This includes offering a screen-sharing call to better explain unclear concepts and de-escalate situations, by keeping internal stakeholders informed.
- Identify and suggest improvements to help improve and optimize processes utilized by the team
- When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
- Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.
- Serve as backup for other team members when they are out of the office.
Requirements
- 5+ years of experience in handling Tier 2 support
- 1-2 years of relevant experience providing technical support to SaaS clients
- Fluent in English to advanced business level. Additional language skills are a bonus.
- Exceptional problem-solving skills from both a technical and strategic perspective.
- Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
- Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
- Experience working in a client-facing role (preferably in application/software support) with enterprise clients and global brands
Benefits
- Commitment to diversity and inclusion
- Equal employment opportunities
- Background check conducted with consent
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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