This position is an integral part of the Client Success Division (CSD). It is motivated by providing timely assistance to inquiries and issues from all Patentcloud users as well as inter-divisional stakeholders, ie. Client Success Executive (CSX), Client Success Relationship (CSR) and Partner.
Reporting to Client Success Support Lead, s/he must understand a customer journey (from potential leads to members to accounts), and be responsible for troubleshooting and communicating efficiently via phone, live chat, emails, video conferencing and other effective means.
This talent also works with CSX, CSR and Partner to create campaigns for prospects and users, set up trial accounts by batch, and find solutions to issues and inquiries from users of all kinds. S/he also provides different levels of training materials and sessions in terms of tech/ low touch vs. high touch requirement, consistently maintains Help Center and its FAQ’s in major languages, and regularly communicates with members via newsletters.
Internally, the position acts as an effective channel to continually gather user feedback, report bugs and identify important tickets as priority to improve user experience and satisfaction.
S/he will not only have to learn how to follow support ticket workflows by systematically gathering complaints and compliments, but also need to have empathy when the users encounter difficulties with our solutions. S/he regularly works with the CSS Lead by analyzing the gathered data to help the Product Owners/Managers to conduct actionable plans that refine and improve our solutions.
InQuartik 是一家 SaaS 軟體公司，將全世界上億筆數據整合，結合人工智慧演算法與大數據分析，簡化原本複雜的專利分析工作，致力於打造搭載大數據的智慧專利平台Patentcloud。
InQuartik產品除了使用於專利領域專業客戶之外，更能進一步應用於研發、資本金融、投資併購、訴訟及人才招募各領域。目前的客戶群涵蓋地區包括 : 美國、日本、中國、台灣、歐洲、印度等。
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