Customer Support Specialist (Remote)

  • Piktochart Sdn Bhd
  • Remote (Remote - Eastern Time Zone (UTC-4))
  • Mar 24, 2020
Executive Full Time Contract Customer Support Remote - US/Pacific Remote - US/Eastern

Job Description

At Piktochart, we strive to make our users’ day. We advocate happiness and delight, and we want you to be a part of our team to help make users happy! This is not a typical Customer Support role where you’re answering tickets and phone calls only. As a SAAS product, we conduct conversations with our users, analyze them and channel the feedback back to the product and the company so that we’re truly building customer-centric and forward products! If you care about helping users and making an impact in the visual communication space, please apply.

 

Your mission :

  • Help incoming customer conversations to ensure they have the best experience possible (teammates tend to help 60+ customers/send minimum 80+ emails and 10 chats per day) and adhering to our QA standards and company policies.
  • Provide excellence customer experience with a high productivity level, quick first response time and short average handle time.
  • Building relationships and engaging customers by going the extra mile to provide the best possible response.
  • Identifying the customers' needs, clarify information, research each issue and provide solutions and/or alternatives, while providing the best value and empathy towards the user.
  • Gather valuable customer feedback by conducting short user interviews, understanding customer pain points and forward to the Product Team.
  • Perform logical troubleshooting. Accurately document troubleshooting steps for developers to troubleshoot and confirm resolution of reported issues.
  • Writing documentation to help users help themselves (all the documentation on our Help Center is written and maintained by our Support Team).
  • Contribute towards the improvement of Piktochart’s support system through ad-hoc projects such as revamping the FAQ section, revising tags, updating Customer Playbook etc.
  • Receptive to giving and receiving candid feedback in order to improve individual and team goals

 

You offer:

  • An outstanding command of the English Language - written and spoken.
  • A high degree of initiative, courtesy and professionalism to resolve most customer issues on first contact. 
  • A resourceful, quick and agile learner, quick-thinking and empathetic attitude.
  • Adapt to quickly to changing priorities and customer needs.
  • Ability to prioritize tasks and incoming requests accordingly.
  • Ability to analyze the situation and make the best possible decision to resolve problems, typically related to assigned workload. 
  • A flexible mindset towards 24x7 operations (Shift work may be required).
  • Clear and efficient communication including an out-of-this-world level of friendliness, politeness, patience, and professionalism. You do whatever it takes to delight customers!
  • Being able to work autonomously.
  • 1-3 years of experience in Media/Tech supporting SaaS Applications. 

Nice to have :

  • Some experience working within tight KPIs (Key Performance Indicators).
  • Writing/web content creation experience (a plus).

 

Working Time

  •  8:00pm-4:00am (GMT +8)