Customer Success Specialist

JOB DESCRIPTION

• Providing end user support through online communication tools
• Responding to all support tickets from clients in a timely manner
• Identifying the source of the problem with a track record, getting and examining the transaction logs if needed, taking the necessary actions for the diagnosis and solution of the problem, and transferring the issue to other relevant units when deemed necessary
• Establishing a regular communication with new customers through their onboarding process, supporting them on data importation and application customization based on their requirements, providing trainings and user manuals
• To carry out documentation studies in accordance with the quality requirements for the improvements made and to provide user trainings.

QUALIFICATIONS

• Must have technical support experience
• Preferably with background in local maritime or shipping industry
• Will collaborate closely with the system provider responsible for product development
• Will work with colleagues based in Istanbul, Turkey

Hybrid: 1 week onsite / 1 week work-from-home (alternating every week)

Location: Cebu (candidate must be open to relocating or returning to Cebu)

Shift: 9:00 AM 6:00 PM MNL (subject to change based on business needs)

Days: Monday to Friday

Holidays: Philippine holidays observed