Customer Success Lead

hace 3 días

Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

About the Role

Driving exceptional outcomes with purpose-built solutions.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive.

Responsibilities:

The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success. As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals.

Your Key Responsibilities:

  1. Serve as single point of contact for customers, supporting client customer service by gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions.
  2. Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
  3. Interact and collaborate cross-functionally with internal teams to resolve cases, including Support Renewals, Marketing, Support Delivery, and Product Management.
  4. Maintain the client database, keeping customer information reconciled and up to date.
  5. Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Requirements:

You'll be a great fit for this role if:

  • You're customer-obsessed, take the initiative, and exceed expectations.
  • You have a passion for IT solutions & service.
  • You're proficient in both written and spoken English (being bilingual is preferred).
  • You have excellent communication and negotiation skills.
  • You're self-motivated and accountable for meeting your obligations.
  • You're good at maintaining positive working relationships.
  • You have experience in multicultural environments.

What We're Looking For:

Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support are required.

Proficiency in both written and spoken English required.

Higher-level education in a technology discipline or technical certifications preferred.

Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc., required.

Experience in customer care, pre-sales, account management, quality assurance, or IT required.

Candidate must possess customer obsession, initiative, and drive to exceed expectations.

Candidate must have creativity, adaptability, and strong problem-solving skills.

Candidate must have the ability to work independently but know when to collaborate.

About Tek Experts

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.

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