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Sourcefit
Sourcefit
1001 – 5000 Zaposleni
LogistikaTrženjeZdravstveno varstvo
Sourcefit je podjetje za zunanje izvajanje poslovnih procesov, ki zagotavlja prilagojene rešitve za offshore in nearshore kadrovanje. S sedežem na Filipinih ter pisarnami v Dominikanski republiki, Armeniji, na Madagaskarju in v Južni Afriki podjetje podpira organizacije v sektorjih, kot so IT, finance, zdravstvo, maloprodaja, trženje in logistika. Njegove storitve vključujejo telefonsko prodajo, podporo strankam, moderiranje vsebin, IT-podporo in spletni razvoj, pri čemer so ekipe organizirane glede na operativne potrebe posamezne stranke. Zaposlovanje v podjetju je povezano z zagotavljanjem teh zunanjih poslovnih in kadrovskih storitev organizacijam, ki iščejo integrirane podporne zmogljivosti.
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Delovna mesta v podjetju

Remote Customer Success and Product Support Specialist

Support customers using an AI-powered beauty market intelligence platform, from onboarding and product training to troubleshooting. Coordinate customer requests and escalations with teams in the U.S. and Korea.

PHFilipiniNa daljavoPolni delovni časSrednja ravenSeniorZahtevani Jezik: angleščinaPodpora strankam

Opis

  • Respond to customer product questions by email and in-app chat, providing first-line support.
  • Help customers use platform dashboards, analytics, reports, data refreshes, exports, account settings, and other features.
  • Onboard customers remotely and train them on the product using Zoom or Google Meet.
  • Clarify and record customer needs, feedback, and requests for product improvements.
  • Communicate with U.S. business customers, including senior leaders and executives.
  • Troubleshoot basic application and platform issues.
  • Create and manage support tickets, setting priorities and tracking progress.
  • Recognize issues that need advanced technical help and coordinate escalation with U.S. and Korea-based teams.
  • Work with internal teams using Slack, Jira, or Linear.
  • See customer cases through to resolution and share timely updates.
  • Follow support and escalation procedures and contribute to improving support processes.

Zahteve

  • Bring at least three years of relevant experience in customer-facing product support, technical support, or customer success.
  • Have direct experience supporting business-to-business SaaS products.
  • Communicate fluently in spoken and written English.
  • Have proven experience supporting SaaS applications.
  • Apply strong listening, analytical, and problem-solving skills.
  • Understand complex customer requests and document requirements accurately.
  • Explain technical information clearly to users without technical backgrounds.
  • Coordinate effectively with technical or product teams.
  • Be comfortable leading live product walkthroughs, virtual onboarding, and user training after platform-specific instruction.
  • Stay organized and attentive to detail.
  • Know the basics of IT or helpdesk support and application troubleshooting.
  • Be able and willing to work U.S. Eastern Time business hours and observe the client's U.S. holiday calendar.
  • Experience supporting U.S. business-to-business SaaS customers is strongly preferred.
  • Be familiar with Zendesk, Intercom, Jira, Linear, and Slack.
  • Have experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms.

Ugodnosti

  • Work from home.
  • U.S. holidays observed according to the client's holiday calendar.

Sorodna delovna mesta