RecruitGo is a leading Employer of Record (EOR) company specializing in bridging top talents in emerging markets with global clients. Our services enable businesses to hire, manage, and pay employees internationally with ease. We are committed to providing seamless and efficient solutions to our clients and fostering a dynamic and inclusive work environment for our team.
Position Overview:
We are seeking a highly motivated and customer-focused individual based in the Philippines to join our team as a SaaS Customer Support Specialist. This role requires a strong understanding of a cloud-based software solution to effectively support and guide our valued customers.
Key Responsibilities:
Develop a deep understanding of the company's platform and effectively communicate its functionalities to customers.
Establish and maintain professional relationships with customers to ensure satisfaction with products and services.
Provide basic training and support for new users.
Assist with account maintenance tasks, including clinic additions, cancellations, billing updates, ownership transfers, subscription renewals, and the management of User Agreements through Echosign.
Facilitate data migrations by acquiring data and coordinating with engineers.
Identify and report workflow inefficiencies that impact the functionality of the software.
Submit feature requests to improve core functionalities based on customer feedback.
Address common FAQs and provide effective resolutions.
Offer browser support for Internet Explorer, Mozilla Firefox, and Google Chrome by troubleshooting issues such as cookies/cache clearing, security settings, pop-up exceptions, and plugin management.
Assist customers in understanding reporting functions to extract necessary information.
Stay updated on software bugs and system issues to aid in troubleshooting.
Manage and track customer cases using CRM system (NetSuite).
Promptly escalate critical issues as needed.
Must-Have Qualifications:
Customer-Focused Mindset: Serve as the front line for over 6,000 customers, addressing inquiries and maximizing their experience.
Strong Communication Skills: Ability to actively listen and communicate effectively with customers and internal teams.
Quick Learning Ability: Must be a fast learner, quickly grasping new concepts and core software and ancillary products.
Team Player Mentality: Thrive in a dynamic, fast-paced environment, collaborating with Customer Service, Marketing, and other departments to resolve technical issues.
Experience: 2-3+ years of technical help desk experience within a Cloud-based or SaaS (Software as a Service) environment.
Problem-Solving Skills: Strong analytical thinking and ability to identify and resolve customer issues efficiently.
Process-Oriented: Ability to implement processes and procedures effectively.
Excellent Verbal & Written Communication: Strong ability to articulate solutions and troubleshoot effectively.
High Energy & Results-Driven Personality: Passionate about delivering exceptional customer support.
Relationship-Building Skills: Ability to foster positive relationships with customers and internal teams.
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