Product Support Specialist

About This Role

Are you a people-oriented person and enjoy looking for ways to enhance other people’s journey? If it’s a yes, join us in our Client Experience team and support our clients on their Cialfo journey through the discovery of needs and strategic matching of bulletproof solutions, all within our platform. Work cross-functionally with other departments and transform every point of contact into an opportunity to turn a stranger into our client, and a client into our vocal advocate.

Cialfo is seeking a Client Experience Associate (CXA) who plays an integral role in daily support and service to our clients. You help us build long-term relationships with our clients and turn Cialfo's most engaged clients into vocal advocates of the platform. The CXA reports directly to the Client Experience Operations Team Lead and will be supported by the Americas Team. This position will be serve a global clientele base.

What You Will Be Doing

• Develop deep knowledge of the Cialfo software and its products

• Be well versed in the intricacies of the software to understand default logics and behaviors.
• Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage
• Occasionally participate in user testing sessions to evaluate the quality and suitability of new features for clients.

• Client Support and Troubleshooting

• Engage with clients to effectively resolve technical issues.
• Use excellent interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.
• Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on Cialfo.
• Crafting well-written, tailored articles to contribute to the Help Center, our self-serving knowledge base for clients.
• Carry out data uploading processes with utmost accuracy.
• Collaborate internally with fellow Associates to prioritize and/or escalate support cases and occasionally conduct knowledge sharing sessions for the team.
• Show composure, resilience, and adaptability as client needs evolve and case volume changes.

• Product Collaboration

• Work cross functionally with the Engineering team to diagnose and resolve issues and bugs, and to highlight key feedback from clients as well as areas of improvements to the Product team.
• Write up comprehensive bug tickets and display detailed-mindedness by methodically describing the issue(s) experienced by clients; including but not limited to: specific steps taken, screenshots and/or screen recordings, date and time reported, replication rate.
  

• Support of Client Experience Team

• Serve as one of the trusted advisors on the team with an open, caring, and approachable style of working.
• Proactively identify opportunities to develop solutions that help the team achieve common goals.
• Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.
• Collaborate with internal teams such as regional account managers, other operations teams, sales teams, and management as a point of contact for client support.

About You

• Qualifications
• A Bachelor’s degree in the relevant field.
• Experience
• 1+ years of meaningful experience in technical support, customer success, client experience, account management, or strategic consulting organization.
• Skills
• Exceptional written and verbal communication skills in English, with minimum C1 level.
• Experience in one or more of the following: managing high-profile clients, relationship-building, community building, knowledge management.
• Experience with client service management apps, such as JIRA Software, Intercom, Salesforce Service Cloud, Zendesk, etc.
• Familiarity with Slack, Google Suite, Asana, and Microsoft Excel.
• Qualities
• You are client-obsessed and care deeply about the client experience.
• You are solutions-oriented and strive to refine your skills everyday.
• You display diplomacy, tact, and poise under pressure when working through client issues.
• Have a talent for building rapport, managing expectations, and diffusing tense situations with ease.
• You are a self-starter with an ability to go between team-based collaborative work and independent, self-driven projects.
• You are a team player who values and respects differences among teams. Global experience is a plus.
• Good to have
• SaaS education technology experience is preferred.