Overview
Customer Service Specialist (Technology) Jobs in Bangkok, Bangkok City, Thailand at Tally
Title: Customer Service Specialist (Technology)
Company: Tally
Location: Bangkok, Bangkok City, Thailand
Job Scope
• Client Services and System Configuration: Provide comprehensive client services including system configuration to ensure clients can effectively use the company's software products.
• Customer Support: Offer technical support to customers, primarily through email, to resolve their issues and answer queries about the software.
• Project Coordination: Assist the department or Project Manager in coordinating project implementation, ensuring that customer service needs are met throughout the project lifecycle.
• Remote Support Services: Provide remote support services, which may include troubleshooting, software updates, and configuration changes to resolve customer issues.
• Training Support: Offer training support to customers, helping them to understand and maximize the use of the software's features and functionalities.
• Data Management: Manage data collection, importation, and analysis to support customer service processes and to improve product offerings based on customer feedback and usage patterns.
• System Operation: Ensure the smooth daily operation of the software system, monitoring for issues and addressing them promptly to minimize downtime.
• Issue Resolution: Address customer issues promptly and efficiently, in line with company requirements and service level agreements (SLAs).
• Supplementary Client Services: Deliver additional client services such as account management, feedback collection, and ensuring client satisfaction.
• Documentation and Knowledge Base: Contribute to the creation and maintenance of documentation and the knowledge base to assist customers in self-service and to improve support efficiency.
Communication: Maintain clear and professional communication with customers, providing them with timely updates and information regarding their issues or requests.
• Feedback Loop: Use customer interactions to provide feedback to the product development team for continuous product improvement.
• Escalation Management: Manage the escalation of complex issues to higher tiers of support or to the appropriate internal teams for resolution.
• Performance Monitoring: Monitor and report on individual and team performance metrics related to customer service and support.
• Continuous Improvement: Actively participate in efforts to improve customer service processes, support tools, and overall customer experience.
Requirement
• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• Minimum 2 to 3 years of relevant experience.
• Deep understanding of the company's software products and related technologies to provide accurate and effective support.
• Build strong relationships with customers, understanding their needs and preferences to provide personalized support.
• Familiar with SQL Database/ Salesforce/ ServiceNow/ Jira
• Able to collaborate with cross-functional teams such as sales, marketing, and product development to align customer service efforts with company goal
Working Day/ Hour / Location
• 8 hours shift in between 8:00AM to 7:00PM, 2 days off
• Malaysia (KL/Selangor) or Thailand (Bangkok)
• Work From Home (there is a chance to work on-site when needed)
Only shortlisted candidates will be notified. Kindly follow our LINKEDIN page (TALLY) for the latest job openings.
