EXPERIENCE:

• 2-3 years relevant work experience in customer-facing Technical / Service Desk or Delivery Manager role (preferably SaaS).
• Fluency in the English language, verbal and written.
• Experience working with third-party SaaS stack applications.
• Strong proven organizational, prioritization, and time management skills.
• Relevant customer-facing experience in an international B2B environment.
• Excellent verbal and written communication skills; you’ll be speaking to customers every day via email, phone or video calls.
• Ability to collaborate with and coordinate teams; influencing without authority.
• Comfort in working with international customers at all levels.
• Ability to comprehend and explain technical concepts and solutions, especially to non-technical people.
• Passion for providing the best-in-class customer service and experience in accordance with EnterpriseAlumni’s processes and guidelines.
• Experience in running training and project management experience (agile and/or waterfall) a plus.

KEY RESPONSIBILITIES:

• Establish strong trusted relationships with key customer team members and maintain consistent lines of communication to drive high customer satisfaction.
• Take a pro-active role in monitoring and actioning/assigning customer-facing service desk tickets within SLAs; replying to customers and/or escalating to development teams.
• Handle all customer contacts, inquiries and complaints regarding product, services, and technical related issues in the first instance.
• Collaborate across our global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones.
• Provide multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Maintain working knowledge of an ever-evolving software solution as a product expert and pro-actively keep informed with up-to-date information regarding our products, services, systems and strategy.
• Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Operations.
• Monitor, respond to, and escalate incidents within Stage and Production environments and software stack