Customer Success Specialist
hace 5 días
About the Role:
This position is a crucial part of our Customer Support team at eProductivity Software, Mexico. As a highly skilled Associate Customer Success Analyst, you will be responsible for delivering exceptional customer experiences, resolving critical support issues, and maintaining strong relationships with our clients worldwide.
Key Responsibilities:
- Review and prioritize support cases, ensuring accuracy and completeness of data
- Make informed decisions on case routing and ownership
- Collaborate with global teams and R&D teams to resolve complex issues
- Escalate or re-route cases as necessary, maintaining strict adherence to SLA requirements
- Timely closure of cases, capturing all relevant resolution details accurately
- Provide regular updates to customers, including statistical and progress information
- Work closely with Tier Support Peers and Development to resolve technical tasks
- Support software installation and upgrades, and submit new solutions to the knowledge base
Requirements and Qualifications:
- Minimum 5 years of customer service experience
- Excellent organizational and interpersonal skills
- Strong English verbal and written communication skills
- Data entry skills, such as word-per-minute typing
- Ability to work independently in a fast-paced environment
- Foreign language proficiency is an added bonus
Benefits and Compensation:
We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience, and a comprehensive benefits package that includes medical, dental, and vision insurance, 401(k) matching, and paid time off.
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