Customer Care Specialist

1-5 Years

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Early Applicant

Job Description

Become an internal customer love influencer and advocate for the best experience possible.
Become a Cercli subject matter expert for our entire suite of products.
Manage the day-to-day customer ticket operations and complete requests fast and well.
Manage the customer care systems and its parameters to optimize ticket assignment and completion (Pylon).
Manage the customer knowledge base design and its operations (Pylon).
Create and update a wide variety of how-to guide articles to prevent customer tickets (Pylon / Notion).
Leverage existing visuals and video tutorials but also create your own animated tutorials (i.e. Gif) using platforms like Arcade.
Leverage the AI functionalities of our systems to handle customers requests whenever reasonable / possible.
Train new and existing customers on Cercli best practices and latest features.
Support with the onboarding of new customers into Cercli platform.
Support with the configuration of Cercli settings and parameters for each customer.
Support with customer data migrations (advanced Excel / Google Sheet data handling).
Support with product marketing campaigns and communications (Pylon).

Qualifications

1-3+ years of experience in customer support or HR systems; preferably in a B2B SaaS environment.
Excellent relationship-building and communication skills across senior stakeholders.
Advanced Excel skills.
Strong problem-solving skills.
Alignment with our purpose (our why) and our values (our how).
Familiarity with customer support tools such as Pylon is a strong plus.
Strong English communications skills required. Arabic speaker a strong plus.