B2B SaaS Customer Support & Onboarding Specialist (Philippines)

As one of our first Customer Support & Onboarding Specialists you will be forging the path for all those that follow. Innovating, problem solving and helping your customers succeed through providing exceptional service will lead your way.
Initially we will need help with support. Currently we offer customers phone, email, ticket and instant messenger support options. We aim for the 24/7 support, currently filling the US time-zones position.
We also need help with client management and onboarding. There is a clear opportunity to move towards this more Customer Success Manager type role. You will be able to determine your own path based on what you excel in and enjoy.
Position: Full-Time
Location: Remote
Time-zone: US
Experience: 2-5 years
Knowledge, Skills, Abilities, and Motivation to:
Daily operation
Respond to customer queries in a timely and accurate way, via phone, email or chat
Successfully onboard new customers, help set up their account, troubleshoot issues and ensure they are getting the most out of our mobile platform.
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update and engage customers with new features and functionalities
Gather customer feedback and share with our Product, Sales and Marketing teams
Strategy level
Maintain product documentation and solution center
Structure the knowledge and polish work processes
Initiate, plan and execute improvements in all spheres of your work
Preferred Education, Technical Skills, and Experience:
Technical
4-year college degree or comparable experience
Experience as a Technical Support Specialist or similar CS role
Experience using ERP/CRM/Back-office tools
Tech savvy – words like eBay, Amazon, Shopify, WooCommerce, ERP, CRM, API, XML to become your native language
Experience using help desk software and remote support tools
Knowledge of the eCommerce or Jewelry worlds – a plus
Previous experience on a Customer Success team – a plus
Personal
Ability to plan your work day, and reach the goals
A natural problem solver, with a strong “get it done” attitude
An unwavering positive attitude and a love for helping others succeed
Ability to work in dynamic situations and manage them effectively
Excellent communication skills in both writing and speaking
Being professional and friendly
Result-oriented, Details-oriented, Service-oriented
Multi-tasking abilities
If you have read everything please respond – interested in the first line and then attach a CV and detail your experience in technical support.
Thank you