Senior Technical Support Executive

Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in Applicant Tracking System in customer handing role. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Key Responsibilities:
Primary Responsibilities:

• Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
• Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
• Communicate with customers via phone, email, or in-person to understand their concerns and provide prompt and accurate solutions.
• Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
• Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
• Conduct training sessions for support team members and customers on product updates, new features, and best practices.
• Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
• Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
• Gather and analyze customer feedback to identify product improvement opportunities and contribute to product development initiatives.
• Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services.
  

Customer Relationship Management:

• Build and maintain strong relationships with key customer accounts.
• Understand the unique needs and challenges of each customer and provide tailored solutions.
• Act as a primary point of contact for customer escalations and issue resolution.

Team Responsibilities:

• Mentor and support peer group team of customer-facing professionals, fostering a collaborative and results-driven environment.

Product Expertise:

• Develop an in-depth understanding of our Talent solutions.
• Provide guidance and support to the team in effectively communicating product features and benefits to customers.

Process Improvement:

• Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
• Identify trends in customer inquiries and feedback to inform product and service enhancements.

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  Collaborate with cross-functional teams to ensure a seamless customer experience.

Good to haves

• Excellent communication skills in both written and oral.
• Strong knowledge of ATS & Onboarding solutions and the HR/recruitment industry is highly desirable.
• Good to have knowledge about CRM tool documentation.
• Willing to work in rotational shifts and during weekend if necessary.

Qualifications:

• Bachelors degree in a relevant field (Business, IT, or similar) with 65% / 6.5 CGA.
• Proven experience in a customer-facing role.
• Strong Client facing / Customer Relation skills.
• Ability to adapt to changing priorities and thrive in a fast-paced environment.
• A customer-centric mindset and a passion for ensuring customer success.
• Excellent communication, problem-solving, and interpersonal skills.