As a Customer Support Specialist, you will be our fearless, customer-facing product expert. Supporting customers on product functionality, guiding them through their unique support concerns, and supporting them every step of the way until they are CMMS all-stars will be your mission in life.
What you will do:
Support & Success
- Troubleshoot application issues and determine effective solutions for our customers.
- Accurately document all issues and related information on the ticket tracking system.
- Follow-up with customers accordingly on their tickets.
- Escalate issues when required to help provide timely resolution.
- Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI.
- Work collaboratively with team members and positively contribute to team discussions.
- Collaborate with the Product Development team to share customer feedback and ideas around product improvements.
- Write SQL queries.
- Manage a broad list of APAC customers and deliver a consistent and delightful customer journey
- Effectively communicate with clients and deploy a one-to-many approach to the customer outreach.
- Act as first point of contact with customers and provide advice on our solutions, use cases and product functionality.
- Execute on the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers, communicate Upsell/Expansion opportunities to sales.
- Identify customer needs and advocate for your customers in collaboration with other teams (Marketing, Services and Product)
- Assist User engagement, identifying gaps with onboarding and ever boarding for new and existing clients
What were looking for:
- Simply put, the best Customer Support and Success Specialist on the planet!
- 2+ years of experience in software customer success and or technical support, preferably with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions
