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Client Success Support

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Job updated about 3 years ago

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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1
40,000 ~ 70,000 TWD / month
Optional Remote Work
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About us

InQuartik 孚創雲端為國際專利平台 Patentcloud 的創建者,由資料、軟體、專利等各領域頂尖人才組成,開發出自動且客觀評價專利品質與價值的 AI 演算法,提供全球客戶在研發、資本金融、投資併購、營運、訴訟時,所需的智慧財產洞見。

身為Unified Patents、Docket Navigator 等國際專利服務龍頭的夥伴,我們處理全球超過 440,000 件專利申請案,經手超過 100,000 件專利交易,參與了 1,000 多件專利訴訟案,客戶來自美國、歐洲、中國、日本、印度、台灣等,其中包含世界500強企業,Panasonic、TSMC、WABCO等,橫跨了豐富多元的產業。 

「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」。為打造自主、當責、高效的內部環境,孚創雲端在人才選任上絕不妥協。除縝密的面談流程,我們悉心為各專業都打造了願景,提供豐沛資源,協助同仁尋求更高的巔峰。

在孚創雲端的全球舞台,每一份熱情都適得其所,得以擁抱世界,發光發亮。在這片沃土上,我們誠摯地期盼與優秀人才加入,一同站上世界舞台,提供客戶頂尖SaaS服務。 我們掌握先機,迅速開拓市場,客戶遍佈全球。 我們希望有機會,能與您聊聊。 

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