Customer Success Agent

In Brief

Own the helpdesk and ticket management for high profile mobile apps and complete end to end managed services across Asia Pacific.


The Role

As a Customer Success Agent at Ideacraft, you’ll be working with enterprise clients to help them utilise mobile apps and software as a service platform’s (SaaS) to their full potential.

Your primary duties include being the first point of contact for the support ticketing system, through to ongoing communication with the customer to resolution of the support tickets.

Through this process you’ll be involved in identifying bugs and liaising with our team to communicate the issue and deliver fixes to the customer. The right candidate will be able to understand the problem, troubleshoot and articulate the problem, then communicate the resolution to the customer.

You’ll also work closely with the Chief Experience Officer and Training and Enablement Lead to evolve the robust technical support functions, processes and documentation.


The Work

• Run the customer support desk for numerous products simultaneously
• Be the first point of contact and classify and categorize each ticket
• Understand and act within the Service Level Agreements for each product or company
• Trouble shoot, identify and work through issues in a friendly and methodical manner
• Assign tickets to the relevant person/area after identifying the problem
• Escalate when required and communicate effectively in time critical situations
• Clear, informative and empathic communication with the customer regarding the status of their ticket
• Communicate with team members, customers and vendors regarding technical support issues via email, phone and video calls


About you

This is a role for a patient and strategic thinker and a strong communicator who has a high degree of empathy for the customer. If you are tech savvy and have a general understanding of mobile technology you will fit right in. Analytical, methodical and able to take the tension out of a conversation by focusing on the solution.


Requirements

• Strong degree of empathy for the customer experience and a proven track record in helping people
• Experience with customer support ticketing, service level agreements and escalation processes
• Understanding of L1, L2 and L3 support
• Confident written and verbal communication skills in English
• A quick learner, with high attention to detail
• Ability to work independently and collaboratively as part of a team
• Must be resourceful, self-motivated and able to be successful in a start-up environment • A track record working with web based SaaS products
• A strong understanding of mobile apps as well as operating systems and (digital media would also be regarded)
• Experience with Zendesk, Jira, Confluence, and Agile processes highly regarded

Important:

- Only accepting applicants within Davao City PH area
- This is a homebased work.