Job Description

Location: Kuala Lumpur, Malaysia

Team: Customer Department

Role: Customer Support Associate (Evening Shift)

Mode: Full-time

About

Founded in Hong Kong in early 2017, is a Business Messaging platform that unifies customer communication for tech-savvy organizations that market, sell and support across instant messaging, web chat, and email. We are one messaging platform for various use cases like marketing purposes, sales, support, and engineering.

Role Description

At , Customer Support Associates are pivotal to our company\'s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

Responsibilities

• Deliver high quality support and operate as a safety net to customers of our SaaS product
• Communicate and respond varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer\'s inquiries
• Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
• Empower customers to self-serve and help users navigate our on-demand success resources
• Working collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems

• 1+ years of experience in a Customer Support role preferably in a SaaS or IT company
• Excellent communication skills in English as well as listening skills and the proven ability to understand customer\'s inquiries
• Ability to speak Spanish is good-to-have
• Ability to clearly explain complex ideas verbally and in writing
• Ability to dig deeper to uncover customer\'s true objectives
• High level of empathy - it\'s important for our Customer Support Associate to be a good person to peers and customers
• Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact
• Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines
• Able to work evening shifts
• Excellent organization, and time management skills
• Teamwork mentality and willingness to assist wherever needed

• You will become part of an amazing culture with smart teammates who actually care
• You will grow more here than you would anywhere else, that is a promise
• Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you\'ll always be looking forward to it!
• Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
• You\'ll get to experience a very competitive compensation
• You\'ll be covered exclusively on one of the highest medical and dental insurance especially for you
• Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
• You\'ll be entitled to stock options with terms and condition
• Flexible working environment and working hours
• Beer O\'Clock on Fridays? Naah, we have it every day!

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