Customer Support Specialist - Software Support

Company Description

Launched in 2016, Simplesat is a software startup with a mission to enable service teams to collect, analyze, and publish customer satisfaction feedback.

Measuring and improving customer satisfaction is more than just launching a survey. For feedback to have a real changing impact in an organization, it needs to connect and seamlessly integrate with critical systems like CRMs, helpdesks, and chat apps. Simplesat’s focus is to make that happen by shipping early, often, listening to our customers and then doing it all over again.

Our company headquarters are in Bangkok, Thailand with a satellite office in Manila, Philippines.

Learn more on our website: https://www.simplesat.io/

Job Description

As a Customer Support Specialist, you’ll be responsible for responding to Simplesat customers and delivering a consultative and FUN support experience.

The role requires creative problem-solving and a thorough knowledge of how Simplesat works in different helpdesk and messaging systems.

Most communication is done through our Intercom support system. On both live chat and email channes, primarily. Occasionally, customers will require a short video call/screen share to get their problems solved.

You’ll work closely with the Customer Success team (helping users with onboarding and converting to paid subscriptions), and the product team (building new features, creating documentation, helping bring new features to market).

Position overview:

• Provide chat, email, and video-call screen share support to our users
• Assist customers with troubleshooting and implementation
• Work closely with the product team to stay knowledgeable about the product, and provide feedback about what our customers need.
• Help build our growing knowledge base.
  
  

Qualifications

You gotta be:

• A great troubleshooter - Ability to solve problems logically and methodically to find the best resolution and document the results.
• An effective English-speaking communicator - The majority of our customers are based in the major English countries (primarily USA). English fluency is a must to ensure effective communication. We don’t use scripts. We want people who can communicate and connect with other people naturally. Our AI robots can follow a script, let’s let humans be human
• Responsive - Let’s face it. Nobody likes contacting support. Our job is to mitigate this feeling by making the process a breeze. Cut down on frustrating waiting time and provide value up-front and be transparent.
• Good at digesting technical information and making it simple - Our goal is to make complex solutions seem simple and easy to understand.
• Someone who loves helping others - Your goal is not to close as many tickets as possible, it’s to help other human beings.
• Weird - Because normal is boring.
  
  

Requirements:

• Available to work on day-shift and night-shift depending on demand.
• Day shift is 1pm - 10pm (Philippines time)
• Night shift is 9pm - 6am (Philippines time)
• English fluency, fluent in technical jargon
• Either: A university degree related to information technology OR at least 3 years of experience in a technical support role
• Experience with customer support systems (Zendesk, Salesforce, Intercom, Freshdesk, etc.)
• Technical troubleshooting experience
  
  

Additional Information

Benefits

• Competitive salary
• Flexibility in work set-up
• Comprehensive health insurance and a self-improvement fund to support your growth.
• Work with a friendly, quirky team of geeks.