Customer Setup and Support Specialist (LXG0016) at hammerjack

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

Role: Customer Setup and Support Specialist
Location: Hybrid (3 days onsite, 2 days work from home)

About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.


JOB OVERVIEW

We are seeking a dedicated Customer Setup and Support Specialist to join our Manila team. This pivotal role supports the onboarding process for new customers by setting up and configuring the customer’s app accounts. The ideal candidate will manage detailed record-keeping using HubSpot CRM and Jira, ensuring continuity and quality in customer support.

DUTIES AND RESPONSIBILITIES

• Customer Account Setup and Configuration:
  o Establish new user organizations within the app.
  o Load applications according to the approved customer quote.
  o Register devices to user organisations as specified in shipping details.
  o Preload custom dashboards based on customer quotes, customer type, and requests.
• Order Monitoring and Progress Updates:
  o Track order details and progress to ensure timely delivery and setup.
  o Utilise HubSpot CRM and Jira to monitor and update order status and customer interactions.
• Support and Training:
  o Respond to customer inquiries via chat and email, providing first-tier support (virtual only)
  o Triage inbound support requests, escalating complex issues to appropriate teams.
  o Distribute training resources where appropriate including video tutorials, written procedures, and links to external resources.
• Installation and Maintenance Support:
  o Assist with the installation process by providing detailed guidelines and support documents to customers, installation partners, and retailers.
  o Support ongoing maintenance enquiries, ensuring high levels of service and troubleshooting.
  o Collaborate with partners to resolve any issues during the installation and setup phases, enhancing the overall customer experience.
  o Offer considerations for improvement of processes and supporting documentation
• Ticketing and Issue Tracking:
  o Raise and manage tickets in a Jira system to track and address customer and partner issues effectively.
  o Ensure all ticketing information is accurate and comprehensive for audit and resolution purposes.
• Resource Compilation:
  o Compile and customise installation and product launch resources, creating tailored support packages for customers and partners.
• Record Keeping:
  o Maintain comprehensive and accurate records of all customer interactions, account setups, and support services using HubSpot CRM and Jira.
  o Ensure data integrity and accessibility for seamless service provision and audit purposes.

QUALIFICATIONS

• Proven experience in support in customer onboarding and account setup.
• Proficiency in English with outstanding verbal and written communication skills.
• Exceptional attention to detail with the ability to manage multiple tasks and customers simultaneously.
• Quick to learn with the capability to thoroughly understand and effectively navigate the app.
• Prior experience in customer support or a related field, preferably with exposure to CRM and ticketing systems like HubSpot and Jira.
• Demonstrated experience working with installation partners and retailers is highly regarded.
• Professionalism in all correspondence with customers and partners is essential.
  

Additional Requirements

• Flexibility to work various hours, accommodating global time zones.
• Ability to work both independently and as part of a dynamic team.

Additional Requirements

• Flexibility to work various hours, accommodating global time zones.
• Ability to work both independently and as part of a dynamic team.

What's in It for You:

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.