Offer summary

Qualifications:

Bachelor's degree or equivalent educational background., 3 months to 2 years of customer support or onboarding experience, preferably with software products., Proficiency in Excel and strong communication skills., Ability to manage multiple priorities in a fast-paced environment..

Key responsibilities:

Respond to customer support inquiries promptly and accurately.

Call customers to resolve issues and assist with product features.

Document product requests and common customer queries for the product team.

Create knowledge base articles and follow up on support tickets.

Job description

MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 10,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell.

We've raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as CEO’s from GE, Twilio, Coupa, Toast and PagerDuty.

We’re looking for passionate and dedicated Customer Service Representatives based in the Philippines, committed to delivering exceptional support and resolving client queries with efficiency. Bring your excellent communication skills and customer-centric approach to contribute to our dynamic team and uphold Maintainx's reputation for top-notch service.

What you’ll do:

Respond promptly and accurately to customer support inquiries.
Call customers to resolve issues when needed.
Help customers with how to use specific features of the product.
Offer work-around solutions when the product does not exactly meet the customer’s requirements.
Document product requests and highlights common requests to the Product team.
Schedule meetings with sales representatives when pricing negotiation and solution consulting are required.
Create self-service knowledge base articles and saved replies based on frequently asked questions.
Follow up with old customer support tickets when new product releases help meet the requirements of customers.

About you:

3 months - 2 years of full-time customer support or customer onboarding experience (providing customer support or onboarding for a software product is a plus)
BA/BSc/BEng degree or equivalent.
Spanish language skills (written and spoken) are an asset.
Highly proficient in Excel.
Excellent communication, time management and interpersonal skills.
Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
Savvy with technology and capacity to become well-versed in our software in a short period of time.
Experience working with customer support/help desk ticketing software is a plus.

What’s in it for you:

Competitive salary and meaningful equity opportunities.
Take what you need PTO.
A Work Culture where:

You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
We believe in meritocracy, where ideas and effort are publicly celebrated.

About us:

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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