JOB DESCRIPTION

Role Overview

We are looking for a customer-focused Customer Success Associate to support global customers using enterprise software and SaaS solutions. The ideal candidate will provide product assistance, troubleshoot customer issues, guide users through product features, and help improve customer satisfaction and retention.

The role involves voice, chat, and email support, with a strong focus on product adoption, issue resolution, and delivering a positive customer experience.

Key Responsibilities

Customer Support & Issue Resolution

• Handle customer inquiries through voice, chat, and email channels.

• Troubleshoot product-related issues and provide accurate solutions.

• Resolve customer concerns at the first point of contact whenever possible.

• Manage complex queries and escalations while maintaining professional communication.

• Ensure a consistent and customer-friendly support experience.

Product Assistance & Adoption

• Assist customers with account setup, onboarding, activation, and product usage.

• Guide customers on subscription plans, licenses, upgrades, downgrades, and add-on features.

• Explain product functionality and recommend best practices to improve usage.

• Identify recurring issues and share customer feedback with relevant internal teams.

Customer Satisfaction & Retention

• Build positive customer relationships through timely and effective support.

• Identify opportunities to improve customer engagement and product adoption.

• Recommend relevant product features and upgrades based on customer requirements.

• Support customer retention initiatives and contribute to customer success goals.

Case Management & Quality

• Maintain accurate records of customer interactions in CRM or case management systems.

• Track open cases and ensure timely follow-ups and closures.

• Meet defined service-level agreements (SLAs) and quality standards.

• Follow company policies, data security guidelines, and operational procedures.

Required Skills

• Excellent verbal and written communication skills in English.

• Minimum English proficiency of CEFR B2; C1 preferred.

• Strong customer service and problem-solving abilities.

• Basic understanding of SaaS applications and enterprise software.

• Ability to explain technical concepts in simple language.

• Strong analytical skills and attention to detail.

• Customer relationship management and conflict-resolution skills.

• Ability to work in a high-volume customer support environment.

Education & Experience

• Graduate degree or equivalent practical experience in customer support, customer success, or a related field.

• Candidates with an undergraduate degree and at least 18 months of relevant experience may also apply.

• Previous experience in customer service, technical support, or SaaS support is preferred.

• Exposure to CRM platforms, case management tools, or subscription-based software is an advantage.

Preferred Certifications

• ITIL Foundation Certification.

• Certified System Administrator (CSA).

• Customer Success or SaaS-related certifications.

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR).

• Customer Satisfaction (CSAT).

• Case documentation accuracy.

• SLA adherence and timely case closure.

• Reduction in repeat customer issues.

• Customer engagement and product adoption.