Customer Success Ssr. Analyst

🤝 What about your team?

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Support Associate. In this role, you will be the first point of contact for our valued customers, providing exceptional support and assistance across various channels. Your primary responsibilities will include responding to customer inquiries, resolving issues, and ensuring a positive customer experience. You will utilize your strong communication skills to clearly explain product features and functionalities, troubleshoot technical problems, and guide customers through account setup and usage. Additionally, you will collaborate with cross-functional teams to address customer concerns and contribute to product improvement. The ideal candidate is a proactive problem solver with a passion for customer satisfaction. If you thrive in a fast-paced environment and enjoy helping others, we invite you to join our dynamic team and make a significant impact on our customers’ journey.

The Customer Support Associate reports directly to the Customer Support Manager.

✨ What will you be doing?

• Provide exceptional customer support and assistance by responding to customer inquiries, issues, and complaints via various channels such as email and chat.

• Understand and effectively communicate and educate customers on the features, benefits, and functionalities of our products

• Troubleshoot and resolve technical problems, escalating complex issues to higher-level support or appropriate departments

• Ensure prompt and accurate documentation of customer interactions, including maintaining a detailed record of customer inquiries, actions taken, and resolutions provided

• Collaborate with cross-functional teams, such as product development and engineering, to address customer concerns and contribute to product improvement

• Maintain a positive and professional demeanor, demonstrating empathy, patience, and active listening skills while interacting with customers

• Strive to achieve high customer satisfaction metrics and contribute to overall retention

• Identify areas for process improvements and contribute to the development of customer support resources, such as FAQs, knowledge base articles and self-help guides.

• Participate in ongoing training and professional development activities to enhance product knowledge and customer service skills

💬 Who are we looking for?

• Must be proficient in English and have exceptional written and verbal communication skills

• You have a Bachelor’s Degree

• You have a minimum of 2-4 years of relevant experience in customer support, communications, account management, sales, marketing or similar

• Comfortable working across multiple departments in a deadline-driven environment

• You have Google Workspace experience

• You have strong organizational skills and project management skills

• You can handle highly confidential information

• You are analytical and have a process-oriented mindset

• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines (multitasker who can quickly adjust priorities)

• You are a self-starter, quick learner and highly organized with attention to detail

• You have the ability to follow up; know what’s going on at all times and respond quickly

• You are flexible, patient, persistent and have a team spirit attitude

• Experience using CRM software and project management tools

• Work during office hours in the Pacific Time Zone (GMT -7)

🌟 What do we offer?

• 100% Remote work (Work from wherever you want!)

• Competitive USD salary 

• High-Speed Internet expenses allowance

• Generous Paid time-off (Vacation Time!)

• Additional 17 Flex Days (to use in national holidays or personal matters)

• Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀

• People Team Partner (to target your roadblocks and customize an action plan for your career path)

• Buddy Program

• Virtual After-Office Activities 

• Diverse Culture & Inclusive environment

🌈 Why work with Finalis?

We are a fast-paced startup which will enable you to develop skills quickly and work in an entrepreneurial culture where pushing limits and taking risks is everyday business. As we have Finalists from different countries and cultures, we encourage our team members to develop their soft skills, boosting their ability to adapt themselves to different backgrounds.

Finalis’ core values:

• Embodying the trust we deliver

• Engage with purpose

• Practice stewardship

• Value learning