Technical Support Analyst / Customer Success

Job Summary:

We are seeking a Technical Support Analyst to join our team and help our clients achieve their business goals through our technology solutions. In this role, you will be responsible for ensuring customer satisfaction by understanding their needs, providing technical support, and identifying opportunities for product adoption and expansion. The ideal candidate will have a strong technical background, exceptional communication skills, and a passion for delivering exceptional customer experiences.

About the company:

Our Client is an identity verification as a service (IVaaS) company that focuses on building the next generation of identity verification products and helping every individual or business create a Know Your Customer (KYC) to decrease costs, improve efficiency and eliminate identity theft.

In this role, you will:   

·        Develop and maintain relationships with customers to understand their needs and identify opportunities for product adoption and expansion.

·        Provide technical support and guidance to customers to help them achieve their goals using our products.

·        Collaborate with internal teams to troubleshoot, resolve technical issues and ensure timely resolution of customer inquiries and issues.

·        Educate customers on product features, best practices, and implementation strategies.

·        Monitor customer usage, product adoption and identify areas for improvement.

·        Serve as the customer's advocate internally and provide feedback to product teams to drive product improvements.

·        Develop and maintain customer documentation, knowledgebase articles, and training materials.

·        Document root causes analysis and shares it with our customers in a proficient manner.

Requirements

Who are we looking for:

·        Bachelor's degree in computer science, information technology or a related field.

·        2+ years of experience in technical customer support, customer success or a related field.

·        Solid understanding of computer systems, software applications, and cloud technologies.

·        Exceptional problem-solving skills and technical acumen.

·        Excellent verbal and written communication skills.

·        Strong organizational and time management skills.

·        Ability to work independently and as part of a team.

·        Familiarity with customer relationship management (CRM) tools.

·        Advanced English (C1) and Native Spanish.

Preferred Qualifications:

·        Experience in a SaaS environment or software product company.

·        Experience with customer success methodologies and tools.

·        Knowledge of project management principles and methodologies.

·        Experience with agile development methodologies.

·        Familiarity with data analysis tools and techniques.

Benefits

·        Salary will be commensurate with experience and qualifications.

·        Professional development opportunities.

·        Generous paid time off and holidays

To apply:

We want to hear from you! Please apply through the application button so that we can have your information on our system. We will review the applications on a rolling basis, and selected candidates will be contacted for interviews.

If you are passionate about technology and customer success and want to work in a dynamic and fast-paced environment, we encourage you to apply for this exciting opportunity!