Customer Support Specialist
Remote; Philippines
Safety Management Systems, Inc. is looking for an experienced Customer Support specialist interested in supporting SaaS applications for a U.S. headquartered Environmental Health & Safety company. Your principal responsibilities will entail (1) proactive client outreach via video / email, (2) Training support (3) Product support.
Besides raw intellect and the ability to not take yourself too seriously, the value that you can contribute to the team is much more important to us than years of experience or titles. It is important to be detail-oriented in your work, as we work closely with a multitude of the industry’s top Blue-Chip companies, all of which have demanding needs.
Qualifications:
●Graduate in Commerce / Business Management or equivalent
●3+ years of related experience in customer support
●Strong analytical and problem-solving skills
●Excellent communication skills (verbal and written); good interpersonal skills; ability to gather and translate client needs into structured internal communications
●Ability to troubleshoot technical issues
●Fluency in written and spoken English. Desired capabilities in spoken and written Spanish
Responsibilities:
●Become a subject matter expert on the SMS360 Product solutions
●Institute proactive Weekly; Monthly; or Quarterly meetings with clients; and/or email outreach
●Learn how clients are currently using the software; determine their satisfaction; additional needs; and challenges with using the software
●Proactively identify client issues, own those issues to resolution and client communication
●Identify opportunities to upsell SMS360 solutions within existing clients
●Support onboarding of clients by conducting training and responding to questions
●Support Product Development by noting client needs and communicate internally to Product team
●Understand the competitive landscape and how SMS360 solutions compare
●React and respond to client queries in a timely manner; keep updated on internal progress and timeframe of expected final resolution with proactive client updates
●Log and classify all issues received by client
