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Job Description

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.

Requirements

Must have:

  • Personalty: self-learning, initiative-taking, support, empathetic, and cooperative
  • Microsoft Office skills
  • Working with Zendesk, Hubspot or other CS platform is a must

Preferred Qualifications:

  • Prior work experience: being customer service, inside sales, telesales or sales assistant and having a basic understanding of software development process is a plus
  • Basic knowledge of Intellectual Properties is a great plus
  • Additional language to English is a plus

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孚創雲端股份有限公司

台北市內湖區基湖路32號6樓

About us

人從來不是公司的資產。人是有智慧、有創見的個體,集結與運用資源與知識,達成偉大的成就。 

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。
我們開發出能自動且客觀評價專利品質與價值之AI演算法,解決人類長期以來在研發、專利、投資併購市場上,80%都是失敗收場的情況,失敗的原因主要歸咎於數據品質不佳,同時亦缺乏數據支持客戶在不同階段進行精準決策。透過Patentcloud,現在得以有效運用專利資訊、非專利科學文獻及產業數據等大數據進行洞察透析,讓前述失敗的情況降至最低。
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。

>> 我們對人才的想法:InQuartik Career

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