Pronto Marketing

Customer Success Specialist

Pronto Marketing
Local
September 15, 2021
Pronto Marketing

Customer Success Specialist

Pronto Marketing

Company Description

Pronto Marketing is a fast-growing company providing fully-managed websites and online marketing services to over 1,600 small businesses around the world, primarily in the United States. Founded in 2008 and based in Bangkok, Thailand, we have a team of 100+ professionals comprising everything from developers, designers, copywriters to project managers, SEO experts, and client support agents working 24×5 building and managing online marketing for our clients.

Our services include the full range of digital marketing services from websites, eCommerce, search and SEO, PPC campaign management, content development and so much more.

You can learn more about us on the web

  • Pronto company website: www.prontomarketing.com  
  • Culture and working at Pronto: http://www.prontomarketing.com/company/careers/
  • Pronto on Facebook: www.facebook.com/prontomarketing
  • Pronto Values: https://www.prontomarketing.com/pronto-values/
  • Employee handbook: https://www.prontomarketing.com/employee-handbook/

You’ll be joining a diverse, international team that works hard, has fun, and respects each other and our clients.

Job Description

As a Customer Success Specialist, you’ll be responsible for responding to Simplesat customers and delivering a consultative and FUN support experience. 

The role requires creative problem-solving and a thorough knowledge of how Simplesat works in different helpdesk and CRM systems. 

Most communication is done through our Intercom support system. Both live chat and email. Occasionally, customers will require a short video call/screen share to get their problems solved.

You’ll work closely with the account management team (helping users with onboarding and converting to paid subscriptions), and the product team (building new features, creating documentation, helping bring new features to market).

Position Overview:

  • Provide chat, email, and occasional phone support to trialing and paying Simplesat customers.

  • Assist customers with troubleshooting and app implementation.

  • Work closely with account managers to ensure seamless transitions from Trial Period to paying customers.

  • Work closely with the product team to stay knowledgeable about the product, and provide feedback about what our customers need.

  • Help build and groom our growing knowledge base

  • Help with marketing-related projects such social media posting or website updates

Qualifications

You gotta be:

  • A great troubleshooter – Although some technical knowledge is required, the most important thing is to solve questions or problems logically and methodologically to find the best resolution.

  • Able to work alone – There will be some overlap with a previous shift, but in many cases, you might not have somebody to immediately assist you.

  • An effective English-speaking communicator – The majority of our customers are based in the major English countries (primarily USA). English fluency is a must to ensure effective communication.

  • Someone who loves helping others – Your goal is not to close as many tickets as possible, it’s to help other human beings. 

Requirements:

  • Available to work from around 10pm – 6am (Philippines time)

  • English fluency

  • Either: A university degree related to information technology OR at least 3 years of experience in a technical support role

  • Some experience with a customer support ticketing system (Zendesk, Zoho, LiveAgent, etc.)

Additional Information

Learn more on our website: https://www.simplesat.io/

How do you apply?

To learn more and apply, visit us at: or click the Apply Now Button below.
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