BUNCH
BUNCH

SaaS Support Specialist  

BUNCH

 
  • Makati, Philippines
    Unit 363 3rd Floor, Mile Long Building, Amorsolo St. cor. VRufino St., Legazpi Village, Makati City, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2020-12-24T16:00:00+00:00
Job closed.

Job Description

Our SaaS Support Specialist is a key person in our Customer Support Team. As an Expert, you'll deliver personalized experiences and solutions. You’ll be the champion who will provide world class customer service and support. We’ll rely on you to listen and use your knowledge, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people.

You will play a pivotal role in helping our clients build world-class customer experience by providing support throughout the entire customer lifecycle — from on boarding and ongoing training to daily user support (via email and/or chat) and proactive outreach.

Responsibilities:

  • Respond to user queries in a timely and accurate manner via email and chat

  • Proactively monitor user feedback and reach out to provide assistance

  • Identify bugs and other areas of opportunity for improving the product/platform by conducting UX testing on a regular basis

  • Update internal databases with information about technical issues and useful discussions with customers

  • Inform users about new features and functionalities

  • Follow up with user to ensure their technical issues and/or other concerns are addressed

  • Collate and analyze product feedback and share findings with relevant client stakeholders

Minimum Qualifications

Essential Qualifications

  • At least 3 years of experience as a SaaS Specialist for SaaS companies, or equivalent experience

  • Excellent written communication and problem-solving skills

  • Moderate proficiency in using various help desk softwares, such as Zendesk, Freshservice, Intercom, etc.

  • Moderate proficiency in using digital tools for project management and remote work collaboration such as Google Docs, Google Sheets, Slack, Skype, Microsoft Teams, Trello, Asana, Basecamp, Jira, etc.

  • Strong ability to multi-task and set priorities

  • Basic understanding of basic digital marketing concepts preferred

  • Conceptual understanding and/or basic technical proficiency in high-level programming languages (i.e. Java, C++, Python, HTML, CSS, PHP, Javascript, SQL, etc.) is a plus

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Mile Long Building, Amorsolo St. cor. VRufino St., Legazpi Village, Makati City
Industry
Technology and Startups
Vacancy
4 openings
Website
https://www.meetbunch.com/

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About BUNCH

BUNCH is a service company working for the international high-growth tech startup companies that will become the unicorns of the next 5-10 years. Our current clients are based in the US, Western Europe and China. The founding team comes straight from the tech startups space, enabling BUNCH to detect untapped needs of industries like AI, e-Commerce, SaaS, Fintech, Adtech and others. We grew from 0 to 160 FTEs in 3 years of life and are planning to reach 400+ headcounts by the end of 2021. We utilize lean, agile, counter-bureaucratic processes to build an organization with minimal hierarchy and high specialization. Our two company pillars are; (i) Deliver high flexible, superior value services for high growth tech companies and (ii) Create the most attractive workplace to attract the best talent by offering a solid and fast career growth. We built a bold culture based on a flat structure, merit, exposure to new technologies and acceptance of diversity.

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