Product Support Specialist Product Support Specialist with verification
Cialfo is a leading platform connecting students, higher education institutions, and counselors through technology-driven solutions. Launched in 2017 with a mission to make education accessible to 100 million students, Cialfo provides a range of mobile and web solutions to students, K-12 institutions, and higher education institutions. We’re one of the fastest-growing tech startups in the region, consistently charting new heights!
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.
Job Description
As a Product Support Specialist, you'll work closely with the Client Experience Managers (CXM) to ensure that our partner schools' needs are met and assist in executing Client Experience processes. You'll help us build long-term relationships with our clients and turn Cialfo's most engaged clients into vocal advocates of the platform. You will work in tandem with Cialfo's product, sales, and marketing teams to provide input into strategic customer plans, helping them identify areas where existing customers could improve their use of Cialfo, or uncovering new uses for Cialfo.
Responsibilities
Technical support and troubleshooting:
Develop deep knowledge of the Cialfo software and use this comprehensive knowledge to answer client queries.
Address, troubleshoot, resolve, and record client issues that arise from using Cialfo.
Partner with our clients to effectively resolve issues/ troubleshoot through chat, possibly via video chat (Zoom).
Working cross-functionally the Product team to identify and resolve issues and/or bugs.
Answer how-to questions and help clients navigate a variety of tools within Cialfo.
Communicate thoughtful, customised solutions that help clients move forward.
Data Migration Management
Handle data migration of clients into our system and provide full support to client issues and feedback.
Support of Client Experience Process
Assisting in the creation and updating of Help Center content.
Providing support in Client Experience-related processes such as maintaining of data and improvement of current processes.
Collaborate with internal teams such as the Client Experience Managers (CXMs), Product/Engineering to identify solutions and provide client feedback.
Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
About You
Qualifications
A Bachelor’s degree in the relevant field.
Experience
2+ years of meaningful experience in a client-facing role, customer/client support.
Skills
Strong proficiency in both written and verbal English will be essential as the role requires the individual to collaborate in English speaking clients.
Qualities
Find creative problem solving, fulfilling & challenging.
Self-motivated individual and eager to learn.
Thrives in a dynamic environment and are comfortable with ambiguity.
Adapt quickly to changing priorities and client needs.
Passionate about working with clients and finding solutions that make their goals possible.
Outstanding communicator, articulate, fluid conversationalist.
Visit our culture manifesto deck to learn more about the unique Cialfo culture and the opportunity to be one of us. This is an opportunity to be a part of a fun, flexible, and fast-moving organization which is scaling its global footprint.
The Benefits Of Being a Cialfolk
Exact benefits vary depending on your location. That said, all full-time Cialfo employees receive the following benefits:
Paid Annual and Medical leaves
Flexible working environment
Comprehensive Health Insurance
and more...
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