Customer Support Specialist

2 days ago

Petaling Jaya, Malaysia Century Software (M) Sdn Bhd Full time

**Job Highlights**
- Positive and friendly work environment
- Career growth and development opportunities
- Attractive company benefits

**Key Responsibilities**:
Customer support specialist’s main responsibilities
- Troubleshoot Technical Issues: Diagnose and resolve technical problems related to the SaaS product, guiding customers through solutions and ensuring mínimal disruption to their operations.
- Provide Product Training: Conduct training sessions and webinars to help customers make the most of the software functionalities.
- Assist with Onboarding: Guide new clients through the onboarding process, ensuring they are fully integrated and comfortable with the SaaS product.
- Monitor Support Metrics: Tracking key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to ensure service quality.
- Maintain Customer Records: Keep detailed records of customer interactions, issues, and resolutions in the CRM system, ensuring comprehensive documentation.
- Gather and Share Customer Feedback: Collect feedback from customers and share insights with the product and development teams to drive continuous improvement and product enhancements.
- Create Support Documentation: Develop and update support materials such as FAQs, user guides, and troubleshooting documents to assist customers in finding solutions independently.
- Manage Customer Accounts: Assisting customers with account-related tasks, such as updating information, managing subscriptions, and resolving billing issues.
- Collaborate with Internal Teams: Work closely with sales, product development, and marketing teams to relay customer feedback, identify opportunities for upsells and cross-sells.

**Requirements and Skills**
- Experience as a Customer Support Specialist or similar CS role.
- Familiarity with our industry is a plus.
- Experience using help desk software and remote support tools.
- Understanding of how CRM systems work.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.
- BSc in Information Technology

**Job Types**: Full-time, Permanent

Pay: RM1,798.65 - RM3,500.00 per month

**Benefits**:

- Cell phone reimbursement
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Work from home

Schedule:

- Monday to Friday

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