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Customer Success Specialist

  • Location

    Malta

  • Sector:

    Fintech

  • Salary:

    Attractive

  • Contact:

    Marianne Koessler

  • Job Reference:

    6432

  • Published:

    6 months ago

  • Expiry:

    2020-10-30

  • Client Details:

    Castille

  • Consultant:

    Marianne Koessler

Well established company providing IT Solutions is looking for a Customer Success Specialist (CSS). 

 Responsibilities: 

  • Manage and coordinates urgent and complicated support issues 
  • Act as escalation point for all requests and incidents
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization 
  • Determine root cause of issues and communicate appropriately to internal and external customers 
  • Provide training, coaching and supervision over help desk employees 
  • Monitor metrics from the service desk team and provides regular reports to the Head of Customer Success for decision-making, planning and evaluation purposes 
  • Implement and enforce departmental policies and procedures that ensure operations are based on best practices and are effectively performed 
  • Responsible for the preparation and maintenance of operational documentation to include administrative paperwork and knowledgebase articles 
  • Assist in the maintenance of current customer accounts by engaging in customer success management activities to discover opportunities for improvement

Requirements: 

  • Bachelor’s degree in Computer Science or Management 
  • Minimum of 3 years of experience in CS
  • Experience in solving customer queries or issues
  • Problem-resolving abilities  
  • Must possess advanced time management and communication skills, being able to prioritise and multi-task when covering multiple issues 
  • Team player 
  • Able to lead and influence a team to constantly achieve better results 
  • Certifications such as CompTIA, ITIL, and MCSA (office 365) will be given preference 
  • Speaking fluently in Maltese and English