The Customer Success Agent will join a Customer Success Team that builds strong relationships and looks after the entire journey with assigned clients by supporting the onboarding, training, adoption, maintenance, retention, and satisfaction processes.  

The ideal candidate is passionate about using support and training to identify problems, find solutions, and deliver consistently excellent customer experiences. To succeed in this role, the candidate should have relevant customer experience in a SaaS company and a track record in collaboration in a remote environment.

Objectives of your role

• To be the first point of contact for customers for all support and development queries.
• Establish relationships as a trusted and strategic support line to help ensure the continued value of our products and services. 
• Improve the relationship with existing new customers and their overall experience with the Avallain suite of products and Services.
• Communicate efficiently with internal and external stakeholders to ensure alignment and responsiveness at all times. 
• Be proficient and proactive when managing the CRM and available ticketing systems to support both internal and external customers. 
• Ensure that all support practices are carried out in a professional and ethical manner to maintain the company’s reputation as a high-quality solutions provider. 
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the other internal teams. 

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting areas of improvement. 
• Use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including product owners, developers, and third-party service providers, to ensure timely deliverables.
• Review, manage and track all the requests raised via ticketing systems and messages via direct messaging systems. 
• Review all the requests raised on Avallain Service Desk and respond to customers politely.
• Address customer needs in a timely manner within the agreed SLAs by using professional and supportive language. 
• Ensure momentum of all open tickets by updating their statuses, managing further needs for investigation, and providing clear messages back to the customer. 
• Assess and review all information provided by the customer and, as far as possible, provide a reply without escalating. 
• Probe into information contained in tickets and gather more supporting evidence whenever that is needed to advance the investigation. 
• Replicate support bugs on development and staging environments. 
• Test the functionality and usability of new or existing software before it goes live.. 
• Where additional support is required, manage the communication between customer and Product Owners so that the ticket gets updated based on progress made by the Development team. 
• Deliver Training on Avallain platforms as part of onboarding or retention processes.
• Analyse trends in CSAT and NPS scores to identify areas for improvement.
• Deliver Training on Avallain platforms as part of onboarding or retention processes.

Requirements

Skills and qualifications

• One year in customer service, customer success, or development teams. 
• Previous experience in supporting a SaaS is valued. 
• Strong skills in verbal and written communication, customer service, and project management. 
• Analytical and process-oriented mindset. 
• Ability to work effectively across multiple departments in a deadline-driven environment. 
• Active team player, self-starter, and multitasker who can quickly adjust to priorities.
• Proficiency in English (C1 or above).

Location

• Based in UTC+7 to UTC+9 time zone

Benefits and compensation

Get-things-done culture

• Work from home office with flexible hours available
• Competitive salary
• Work for an international edtech company