Customer Support Specialist
4 weeks ago
Manatal is a leading HRTech software service company headquartered in Bangkok, Thailand. As one of the fastest-growing start-ups in the region, we are backed by Surge and Sequoia Capital. Our global presence spans over 135 countries, and we are recognized by Forbes as the Best Recruiting Software of 2024.
Our mission is to revolutionize the hiring process by making it simple, efficient, and enjoyable for recruiters, hiring managers, and candidates alike. We strive to offer the best-in-class AI-powered technologies to empower small, medium, and large businesses in their staffing & recruitment transformation.
Key Responsibilities- Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
- Owning customer issues and requests from initial report to resolution, collaborating cross-functionally to address each request, and communicating with customers regularly regarding incidents or requests status.
- Work closely with product or engineering teams to escalate and resolve issues, providing detailed feedback and insights.
- Provide clear and concise updates to customers regarding the status of their issues, ensuring they are kept informed throughout the resolution process.
- Log and track all support requests in the CRM and ticketing system, ensuring accurate and detailed documentation of issues and resolutions.
- Act as a liaison between customers and product teams to provide feedback on product features, usability, and potential areas for improvement.
- Provide after-hours and on-call support as needed through live chat or impromptu live support requests.
- Handling customers with a consummately professional attitude.
- Other tasks assigned by the CEO and Management
- 1+ years of related Customer Support experience.
- Spanish Speaking - Must
- French Speaking - Plus
- Excellent written and verbal English communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
- Understanding of common operating systems (Windows, MacOS) and Software applications
- Basic troubleshooting knowledge about issues related to bugs, web applications, databases, APIs, simple scripts, XML feeds and others is preferred.
- Familiarity with ticketing platforms - experience with support ticketing systems such as Jira, ServiceNow, Zendesk or similar.
- Able and comfortable working in the time allocation.
- Proven leadership skills in both independent and team environments.
- High energy levels, a high degree of integrity, self-motivation, positive attitude, proactive approach to work, and confidence.
- Demonstrated success in a B2B sales environment.
- A degree in Computer Science, Information Technology, or a related field is a plus. Relevant certifications (e.g., ITIL, AWS, etc.) are also a plus.
- Well-funded start-up backed by Surge & Sequoia
- Be part of one of the fastest-growing B2B SaaS start-ups in the region
- You will be collaborating with talented individuals in the industry
- Join a lively and highly international team
- Indulge in a challenging and innovative working culture
- Attractive medical healthcare plan
- Personal development allowance
- 2 weeks of work from anywhere per year
- Regular fun team-building activities
- Company trip
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