Tech Specialist and Customer Support

Ascend Group is Singapore’s premier digital marketing company. We are a digital marketing agency, academy, and a software company. We aim to change the world through empowering small businesses with digital marketing so their product can reach out to more people who needs help.

We are a remote team of A players who value growth, performance and transparency. This is a place for those who wants their skillset and experiences input to be valued, for those who are looking to expand their capability and for those who wants a no-politics working environment.

Important Note: Experience with GHL is highly preferred.

Roles and Responsibilities:

– Provide technical expertise and support for the company’s digital marketing funnels, including integrations with tools such as Zapier, autoresponders, and other software.
– Stay up-to-date with the latest technologies and software updates, and make recommendations for improvements and upgrades to existing systems.
– Troubleshoot and resolve technical issues related to the company’s SaaS product, including answering live chat and ticket requests from customers.
– Perform tech-related tasks for customers who purchase the service, including setting up and configuring the software to meet their specific needs.
– Respond to customer inquiries and provide assistance with product-related questions, technical issues, and other customer support requests through various channels such as email, chat, and phone.
– Provide exceptional customer support to ensure customer satisfaction and retention.
– Work closely with the product development team to identify and resolve technical issues and ensure that the SaaS product is meeting customer needs.
– Collaborate with the sales and marketing teams to develop technical content and resources, such as tutorials and user guides, to help customers get the most out of the company’s products.
– Continuously analyze and assess the company’s technology stack, and make recommendations for improvements and optimizations.
– Keep track of customer inquiries and feedback related to technology and incorporate it into product development and improvement efforts.
– Identify and propose software upgrades or solutions to enhance the customer experience and streamline business operations.
– Coordinate with the product development team in testing new product versions or updates, providing feedback to ensure it meets the expectations and needs of customers.
– Organize and conduct user training and workshops to guide customers in using the company’s products effectively and efficiently.
– Monitor and report on customer support performance metrics to identify areas for improvement and propose solutions.

Result:

The Tech Specialist & Customer Support Representative will be responsible for providing technical support and expertise to the company’s digital marketing funnels, SaaS products, and related software integrations, as well as delivering exceptional customer support to ensure customer satisfaction and retention. Additionally, the Tech Specialist & Customer Support Representative will collaborate with cross-functional teams to continuously improve products and incorporate customer feedback into development efforts.

Requirements:

1. Proven work experience of min. 3 years as a tech specialist and customer support representative, with a track record of successfully resolving technical issues and providing excellent customer service.
2. Strong technical skills and knowledge of digital marketing funnels, Zapier, autoresponders, and other software tools.
3. Experience with SaaS products and services, including setting up and configuring software for customers.
4. Familiarity with customer support and ticketing systems, and the ability to effectively communicate technical solutions to non-technical customers.
5. Excellent communication and interpersonal skills, with the ability to effectively engage and influence cross-functional teams and customers.
6. Strong analytical and problem-solving skills, with the ability to make data-driven decisions and continually improve products.
7. Proactive, results-oriented mindset with a focus on achieving customer satisfaction and business goals.
8. Flexibility to work outside regular business hours and weekends as needed to support customers.

Please note that only those who have completed and submitted the job application form will be considered for the role.

Apply now and fill in this application form: Click to view/AscendJAF