Offshored Account Manager & Support

 

WITH CHANGE FOX

fulltime 2 positions makati closes 5 days ago

People hired for this position will be responsible for delivering customer service and account management for our customers' community, including athletes, coaches and partners.

KEY RESPONSIBILITIES

This role is responsible for;

  • Monitoring, responding to and resolving support incidents via the help desk platform
  • Escalating incidents internally as required while retaining ownership of customer and their expectations
  • Reproducing, troubleshooting and resolving outstanding support tickets that are within the scope of the training provided or resolution documentation
  • Execute agreed customer retention strategies
  • Establish productive and professional relationships with key personnel in customer accounts
  • Creation, configuration and management of organisations, groups and athlete via the administrative tools provided
  • Creation, management & distribution of internal and external reporting on defined schedules
  • Assist with testing bug fixes and new software features as requested by development team
  • Creation and management of end-user documentation for new software features
  • Provide support reports and trends as directed by direct report or leadership group

REQUIREMENTS & QUALIFICATIONS

For a candidate to be successful in this role they need to possess the following;

  • Minimum of 2 years’ experience as an account manager, customer service representative or application support role
  • Strong English written and verbal communication skills
  • Creative and innovative mindset and attitude towards solving business problems
  • Experience in a software development organisation is highly desirable
  • Experience supporting applications built on Google architecture such as Firebase or Google Cloud Services would be advantageous
  • Experience supporting NoSQL databases would help you significantly with this role

 

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