Customer Success Support Specialist - Cebu, Cebu

I.   JOB TITLE: CUSTOMER SUCCESS SUPPORT SPECIALIST · LOCATION: CEBU CITY · WORK ARRANGEMENT: ONSITE · SHIFT: 6:00 AM – 3:00 PM · II.    COMPANYDESCRIPTION · AboutBSASolutions · Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we're not just offering jobs- w ...

Paglalarawan ng trabaho

I.   JOB TITLE: CUSTOMER SUCCESS SUPPORT SPECIALIST

LOCATION: CEBU CITY

WORK ARRANGEMENT: ONSITE

SHIFT: 6:00 AM – 3:00 PM

II.    COMPANYDESCRIPTION

AboutBSASolutions

Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we're not just offering jobs- we're building careers. With offices in both the Philippines and Malaysia, we offer a wide range of diversified roles across various industries, from accounting and IT to marketing and human resources. We are a dynamic, fast-growing company committed to nurturing an inclusive and supportive workplace culture where you can thrive. With a focus on professional development, work-life balance, and competitive benefits, we provide the perfect environment for you to grow both personally and professionally. If you are a talented professional eager to contribute to a world-class team and work with global clients, your next great career move is waiting for you right here. We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace-we are a family. We create a satisfying work environment, one where you'll look forward to coming to every day. A place where the best and brightest minds meet to build a community of successful companies.

III.   WHAT DO WE OFFER

• Financial Security: Enjoy a stable and competitive salary along with a comprehensive benefits package, including private health insurance and paid time off.
• Structured Career Growth: Benefit from clear advancement opportunities, dedicated mentorship, and personalised training programs that go beyond a typical job.
• Community and Support: Become part of a collaborative, dynamic team. You'll work in a supportive environment where you can build strong professional relationships and grow together.
• Global Career Opportunities: Work with leading companies from around the world and gain international exposure, all from the comfort of your home country.

IV JOB SUMMARY

As a Customer Success Support Specialist in a SaaS platform organization, you will be at the forefront of ensuring our customers' success. You will proactively engage with customers through a ticketing system or remote desktop access, providing onboarding and adoption support, troubleshooting and resolving issues, and gathering valuable feedback to drive product improvements. With a focus on delivering exceptional customer experiences, you will play a pivotal role in driving customer satisfaction, retention, and expansion.

Watch the video introduction of the client here:

V WHAT YOU'LL DO

• Proactive Customer Engagement: You will be the primary point of contact for our customers, providing exceptional support and guidance throughout their journey with our SaaS platform. Through proactive engagement, you will build strong relationships, understand their needs, and ensure they are maximizing the value of our product.
• Onboarding and Adoption: As a Customer Success Support Specialist, you will lead the onboarding process for new customers, ensuring a seamless transition and successful adoption of our SaaS platform. You will provide training, resources, and best practices to help customers fully utilize our product and achieve their desired outcomes.
• Troubleshooting and Issue Resolution: You will troubleshoot and resolve customer issues and inquiries in a timely and efficient manner. By leveraging your deep product knowledge, you will diagnose problems, provide solutions, and escalate complex issues to the appropriate teams, ensuring a high level of customer satisfaction.
• Customer Feedback and Insights: You will actively gather customer feedback, analyze trends, and share insights with the product and sales teams. Your valuable input will help drive product improvements and identify opportunities to enhance the customer experience, ultimately contributing to the success and growth of our SaaS platform.
• Renewals and Upselling Opportunities: Collaborating closely with the sales team, you will identify opportunities for renewals and upselling within the customer base. By demonstrating the value and ROI of our SaaS platform, you will help drive customer retention and expansion, contributing to the overall success of our organization

VI REQUIREMENTS

• Associate's degree/Undergraduate in Information Technology, Computer Science, Web Development or a related field (or equivalent experience).
• Have basic knowledge of database management, programming, and agile development.
• At least two (2) years of experience in a customer-facing role, such as technical support representative, customer support, account management, or customer success.
• Excellent English, communication, and problem-solving skills, with the ability to empathize and build strong relationships with customers.
• Strong technical aptitude and ability to quickly learn and navigate new software systems. Detail-oriented with strong organizational and multitasking abilities.
• Proactive mindset with a focus on delivering exceptional customer experiences.
• Ability to work collaboratively in a cross-functional team environment.
• Familiarity with SaaS platforms and a passion for technology.

Ready to apply your expertise in a role that offers both stability and significant growth? If you have a passion for precision and a talent for supporting others, we want to hear from you.

Take the next step in your career and apply now to join our world-class team