Customer Experience Advocate

Roles & Responsibility

Job Description

We are looking for an experienced, service-oriented, eager-to-grow individual who ensures customers are always setup for success (onboard) and resolve customers issues whatever it takes (technical support). You should be enthusiastic, customer orientated and endeavor to create memorable unique one-of-a-kind customer journeys with JustLogin. Having knowledge of HR processes (across Southeast Asia) and an understanding of SaaS/Cloud based solutions will be an advantage.

Job Duties

• Manage End-to-End Client Onboarding (Account Review, Setup, Config, Test-Run) within implementation plan
• Updating of all Client Onboarding activates in CRM
• Handle 1st level Technical Support via Web, Phone, Chat and Email within stipulated timing
• Manage client updates on all escalated (2nd level) support issues till resolved without the need for Team Lead’s intervention
• Document all troubleshooting and problem resolution steps
• Create Help Center FAQs and Knowledge Articles
• Perform any other activities as assigned by Team Lead

Job Requirements

• Diploma/Degree preferably in computer science, software engineering or any IT-related course
• 3 years’ experience working in technical support, client onboarding, professional services OR customer success teams
• Active listening and excellent Soft Skills
• Experience with Salesforce.com / Zendesk / Microsoft Teams / Zoom will be an advantage
• Proficiency in Multi-tasking and good time management