Resolv Global ir biznesa procesu ārpakalpojumu un personāla atlases uzņēmums, kas palīdz uzņēmumiem plašā mērogā nodrošināt klientu apkalpošanu, tehnisko atbalstu un biroja administrēšanas pakalpojumus. Tā daudzvalodu komandas strādā sešos pakalpojumu centros un attālinātās darba vietās, atbalsta vairāk nekā 18 valodas un piedāvā hibrīda, darba no mājām un diennakts pakalpojumu modeļus. Uzņēmums apvieno darbaspēka pārvaldības pieredzi ar tehnoloģijām, lai palīdzētu korporatīvajiem klientiem, tostarp Fortune 500 organizācijām, apkalpot klientus starptautiskajos tirgos.
Remote Partner Support Specialist in South Africa
Support SaaS clients remotely from South Africa, guiding onboarding, troubleshooting platform issues, and coordinating resolutions. Monitor adoption and work with Sales to spot renewal and account growth opportunities.
Apraksts
- Guide new clients through kickoff calls, product walkthroughs, training, and Q&A.
- Serve as clients’ main contact after launch.
- Monitor product adoption and flag emerging issues early.
- Respond promptly when clients need help or are unable to proceed.
- Handle challenging client conversations with empathy, confidence, and sound judgment.
- Resolve workflow, platform, and process problems.
- Use diagnostic questions to find underlying causes.
- Turn client issues into actionable details for Product, Engineering, and Operations.
- Follow open issues through to resolution.
- Collect client feedback and spot recurring pain points.
- Refine processes, documentation, and client success playbooks.
- Work with Sales to identify renewals, account growth, and upsell prospects.
- Juggle multiple client conversations, projects, and priorities.
- Coordinate with Sales, Operations, Product, and Engineering.
Prasības
- At least two years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a comparable client-facing role.
- Experience onboarding customers and leading remote product demos, walkthroughs, or training.
- Comfort using software platforms and learning technical workflows quickly.
- Able to troubleshoot issues and separate symptoms from root causes.
- Confident communicating with clients at varied levels.
- Able to stay composed and professional with frustrated or demanding clients.
- Takes initiative and ownership without waiting for direction.
- Well organized and reliable in following tasks through.
- Able to manage several accounts, projects, or client issues at once.
- Proactive and comfortable in a fast-paced setting.
- Able to build trust quickly and navigate difficult conversations.
- Available to work PST business hours as required.
- Windows 11 PC; Mac computers are not supported.
- 16 GB RAM.
- Dual monitors.
- Webcam.
- Wired USB headset.
- i5 processor or higher.
- Fibre internet with a wired Ethernet connection.
- Reliable backup power.
- Microsoft Teams and Office 365.
- Submit a resume in English.
- Preferred: experience in healthcare, telehealth, or another regulated field.
- Preferred: experience working directly with Product or Engineering teams.
- Preferred: familiarity with CRMs, ticketing systems, support platforms, or implementation tools.
- Preferred: experience with renewals, account expansion, upselling, or commercial account growth.
Priekšrocības
- Pay issued weekly in arrears.
- Paid training.
- Fully remote role.
- Full-time position.
- Long-term career opportunity.