Customer Success Specialist (Geology, Mining, Oil & Gas) | Ortigas

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Specialist (Geology, Mining, Oil & Gas experience) | Ortigas

Location: Cyberscape, Ortigas, Pasig City

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a Customer Success Specialist, you will:

• Constantly track and report on key performance indicators (KPIs) related to customer success, such as product adoption, customer satisfaction, and retention rates.
• Review usage metrics for software platforms, reach out to clients where usage is low to seek feedback on the platform and opportunities to re-engage.
• Onboard clients onto our IMDEX SaaS platforms properly, working with Rock Knowledge TSRs on geotechnical inputs as required.
• Integrate and educate customers on product functionality, refer them to relevant documentation and support portals, and assist in creating and maintaining help documentation.
• Elevate IMDEX software utilisation and perform regular client catch-up sessions.
• Design and provide client onboarding sessions.
• Ensure clients:
• Are quickly integrated into the system and taught how to use the software to their satisfaction.
• View IMDEX software as valuable and useful, responding to platform issues quickly and efficiently.
• Are aware of all relevant IMDEX software platforms and their potential value.
• Responsible for the monthly engagement review process, highlighting to Support Manager / Operations Managers customers that are disengaged and the various statuses of IMDEX tools on hire; providing further customer onboarding sessions as needed.
  
  

What You Need

Non-negotiables

• 3+ years of experience in customer support team, focused on advanced triage and solving customer issues
• Experience in providing Geological Information Systems (GIS), SaaS product and technical support.
• Tertiary qualifications in Computer, Information, Geological Systems or a similarly related field.
• Proficiency in documentation of technical processes with strong attention to detail and presentation.
  
  

Preferred skills/expertise

• Experience in bespoke IMDEX products, systems and downhole tools.
• Customer focused with excellent written and verbal communication skills.
• Excellent interpersonal skills and ability to work autonomously under pressure. With the abilities to work with sales, service and technical/development teams.
• Positive customer support attitude and a strong work ethic.
• Professional and engaging customer-facing skills.
• Technical application literacy (proficient in systems workflow).
• Good understanding of Geology/Drilling or related field.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply