Customer Success Specialist - IT

Roles and Responsibilities:

- Responding to initial customer enquiries or questions via our Customer Helpdesk platform, Intercom

- Troubleshoot and log technical issues and bugs for our engineering team to investigate

- Ensure customer satisfaction by building positive relationships and following up on customer issues to ensure prompt resolutions.

- Escalate any critical issues to the Head of Customer Support

- Support the creation of Help Centre articles and curate existing content

Requirements:

- 0-2 years of experience in customer support or related roles.

- Excellent interpersonal skills and multitasking abilities

- Superb written and verbal English communication skills

- Excellent analytical and troubleshooting skills

- Positive attitude, empathy, and high energy

- Ability to take initiative and adapt in a fast-paced environment

- An interest in working in a scale-up company, being excited at the prospect of helping to create new processes

- The ability to collaborate with our Customer Success, Solutions, Product, Marketing and Sales teams to create a unified customer experience

- Master's degree in Business Administration, and have some experience of projects over client side.

- Very good communication skills.