Responsibilities
- Understand and act as a first point of contact for Hearsay products and applications
- Own the customer experience by effectively prioritizing and addressing support-related questions via phone and Zendesk ticketing solution
- Liaise with Customer Success, Engineering, and Product teams to pass customer feedback, account trends, and escalate and resolve issues quickly
- Comfortable with ambiguity and working alone on tough assignments
- Willingness to proactively act without being asked
- Maintain composure and customer focus while troubleshooting and solving technical issues
- Consistently attain Hearsay's target customer satisfaction score
- Maintain SLAs
- Maintain thorough knowledge and understanding of the Hearsay platform across organization and clients
- Execute support strategy and build stellar relationships with customers
- Demonstrate deep execution focus by achieving quarterly team goals
- Focus on continuous team improvement by onboarding new members and providing/receiving feedback
Requirements
- At least 3 years relevant technical support experience within B2B, SaaS, and/or FinTech industry assisting Enterprise Fortune 1000 customers via phone
- Experience with APIs, Implementation Management and/or Project Management desired
- Successful record of exceeding job description responsibilities to improve customer/vendor relationships
- Understanding and use of common social media and digital tools; ability to triage applications at in-depth level
- Ability to navigate customers through complex and technical obstacles
- Excellent prioritization skills and quick decision-making ability
- Passion for customer service and ability to understand enterprise customer needs
- Cares about timely delivery of work
- Knowledge of Zendesk, JIRA, Looker, and Intercom is a plus
- Stellar verbal and written communication skills in English
- Ability to think on feet and find creative solutions at application and account level
- Excellent teammate with positive attitude, self-direction, and ability to work across internal teams and influence coworkers
- Amenable to working 9:00PM to 9:00AM Manila Time
