Customer Success Specialist

August 23

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Assist software users in understanding our software built for legal funders, medical funders involved in the personal injury space. • Attend product training sessions with the team manager to ensure clients are fully equipped to use the software effectively. • Answer client inquiries via zendesk. • Assist with setting up software contracts, including assisting with interest accrual calculations. • Maintain a tracking system for recently onboarded clients, ensure all their onboarding steps are completed. • Handle requests for demo calls, track them via Pipedrive, and coordinate follow-up communications including sending calendar invites. • Maintain professional communication with clients through email and Zoom to ensure a high level of client service and support. • This includes answering tickets sent via Zendesk Support or handling calls using VoIP tool (Dialpad) or video conferencing.

Requirements

• At least 2-3 years of experience in client services, customer support, or a related role, preferably within the financial services or legal industry or collections. • Proficiency in using CRM platforms (e.g., Pipedrive), project management tools (e.g., monday.com), and support ticket systems (e.g., Zendesk). • Strong proficiency in Microsoft Office Suite (Word and Excel) as well as in Google Suite tools (Mail, Meet, Calendar, Docs, Sheets, Slides). • Familiarity with financial services software, lending, or legal case management software is an advantage. • Excellent verbal and written communication skills. • Ability to communicate complex technical information clearly to non-technical clients. • Enthusiasm in client calls including positive attitude, smiling, assisting client to be excited about the software. • Experience in tracking and managing client processes and ensuring timely completion of all tasks. • Experience in conducting virtual meetings, including video conferencing and screen sharing (e.g., Zoom or Google Meet). • Strong problem-solving skills with the ability to manage escalations and resolve issues efficiently. • Detail-oriented with a focus on accuracy in record-keeping and reporting. • Ability to work independently and as part of a team. • Flexibility to adapt to changing priorities and client needs. • A proactive approach to identifying and addressing potential issues before they escalate. • Willing to work on a night shift. • Can start ASAP.