Customer Service Specialist (Technology)

Job Scope

Client Services and System Configuration: Provide comprehensive client services including system configuration to ensure clients can effectively use the company's software products.

Customer Support: Offer technical support to customers, primarily through email, to resolve their issues and answer queries about the software.

Project Coordination: Assist the department or Project Manager in coordinating project implementation, ensuring that customer service needs are met throughout the project lifecycle.

Remote Support Services: Provide remote support services, which may include troubleshooting, software updates, and configuration changes to resolve customer issues.

Training Support: Offer training support to customers, helping them to understand and maximize the use of the software's features and functionalities.

Data Management: Manage data collection, importation, and analysis to support customer service processes and to improve product offerings based on customer feedback and usage patterns.

System Operation: Ensure the smooth daily operation of the software system, monitoring for issues and addressing them promptly to minimize downtime.

Issue Resolution: Address customer issues promptly and efficiently, in line with company requirements and service level agreements (SLAs).

Supplementary Client Services: Deliver additional client services such as account management, feedback collection, and ensuring client satisfaction.

Documentation and Knowledge Base: Contribute to the creation and maintenance of documentation and the knowledge base to assist customers in self-service and to improve support efficiency.

Communication: Maintain clear and professional communication with customers, providing them with timely updates and information regarding their issues or requests.

Feedback Loop: Use customer interactions to provide feedback to the product development team for continuous product improvement.

Escalation Management: Manage the escalation of complex issues to higher tiers of support or to the appropriate internal teams for resolution.

Performance Monitoring: Monitor and report on individual and team performance metrics related to customer service and support.

Continuous Improvement: Actively participate in efforts to improve customer service processes, support tools, and overall customer experience.

Requirement

Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.

Minimum 2 to 3 years of relevant experience.

Deep understanding of the company's software products and related technologies to provide accurate and effective support.

Build strong relationships with customers, understanding their needs and preferences to provide personalized support.

Familiar with SQL Database/ Salesforce/ ServiceNow/ Jira

Able to collaborate with cross-functional teams such as sales, marketing, and product development to align customer service efforts with company goal

Working Day/ Hour / Location

8 hours shift in between 8:00AM to 7:00PM, 2 days off

Malaysia (KL/Selangor) or Thailand (Bangkok)

Work From Home (there is a chance to work on-site when needed)

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