Customer Success Representative (Permanent Work from Home)

Our client/account is an events management software company in California. Their mission is to empower teams to organize life-changing events. They do this by creating software that helps event organizers easily communicate with their participants and tools that help attendees get the most out of their event experience.

We’re looking for people to help manage support and customer success. Empathetic and concise is the best way to describe our support mentality and we’re looking for people that embody those values. We don’t just send off a canned response to every customer, blindly thinking it’ll answer their questions. We take the time to understand each customer and give individualized guidance based on their needs. We listen, we help, and we find the best solutions for each customer. To succeed in this position, you’ll need to have strong writing, listening, and conversational skills. Our voice is friendly, personal, and professional.

Responsibilities
The Customer Success Professional will handle a variety of responsibilities which include:
1. Handling all incoming support communication: email, chat, scheduled phone calls and screen-shares.
2. Investigating, troubleshooting, and documenting bugs and issues. Document and replicate software problems and bugs, to share with Tech team.
3. Providing billing support to new and returning customers (quotes, invoices, contracts, payment processing).
4. Organizing product feedback and feature requests as we continue to improve our platform.
5. Working with Sales and Tech teams to improve customer satisfaction and increase retention.
6. Making notes of outdated support materials (i.e. knowledge base articles, guides, videos) to improve self-service.

Requirements
All applicants for the Customer Success Professional position will be evaluated based on the below criteria.
1. Full Time: This is a full time position requiring 40 hours or more per week
2. Experience: Preference for customer support and/or success experience (SaaS preferred) of at least 3 years. This is a preference not a requirement.
3. Communication Skills: Exceptional verbal and written English. Excellent active listening and problem-solving skills.
4. Quick Learner: High technical proficiency and ability to learn things quickly. You don’t have to know everything right now, but you need to be willing and able to become a product expert.
5. Self-motivated: As a fully remote company, we can’t stress this enough.
6. US Business Hours: Able to work during US business hours, especially for initial training.
7. Remote Work Experience: Experience working remotely (preferred).
8. Urgency of Start Date: Ability to start immediately (not accepting candidate who need to render a week or 30 days)

Technical Requirements for WFH:
1. Own pc or laptop with the ff. specs:
-Personal Laptop/Desktop
-Intel Core I3 or equivalent processor
-5 MBPS Internet speed
-At least 8 GB RAM
2. Reliable internet connection
We will only accept applications sent via this link.

Benefits:
1. Permanent work from home set-up
2. Basic pay plus allowance and incentives/bonus, government mandated benefits like SSS, PHIC, HDMF, 13th month, Holiday pay, 6 VLs, 6 SLs, night differential and HMO upon regularization, Annual salary increase.

HOW TO APPLY: Send your application using this form: Click to view/YM6QNCFSt1Tzk86v8
Note that we will only accept applications from the form above and reach out to those who are shortlisted.