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Customer Success Representative

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Job updated 2 months ago

Job Description

▲ About Splashtop:
Splashtop, the leading provider of remote desktop and device collaboration solutions, one-to-many video conferencing, and mobile mirroring apps. Our product range covers multiple platforms (Windows, macOS, iOS, Android) and is highly regarded in the IT and education community (see: www.splashtop.com and www.mirroring360.com or look for Splashtop in App Store / Google Play).

Requirements

We are hiring a detail-oriented Customer Success Representative to handle all programmatic communications with Customers and help increase Customer Satisfaction.

▲Key responsibilities include, but are not limited to:

  1. Become familiar with Splashtop's products to be able to understand both our solution set and how they fit our customer’s needs.
  2. Assist customers to switch Splashtop subscription by matching their requirements with suitable Splashtop products and services.
  3. Respond fast and well to existing customers’ inquiries (email, live chat, inbound call) in accordance with established SLA and KPI.
  4. Handle Renewal Opportunities and keep upsell and cross-sell in mind to ensure high retention rate.
  5. Maintain Accounts and data hygiene in Salesforce and in respective sales tools.
  6. Follow-up with Customer Success cases with a well-defined cadence of outreach to make sure that no customer is being left behind.
  7. Collect, triage, and track prospect/customer feedback and forward them to the right internal channels.
  8. Help with Inbound leads in case of peak activity.
  9. Be able to adapt to flexible work schedules, including morning shifts, night shifts, weekends, and national holidays (occasionally).

▲Basic Qualifications:

  1. BA/BS Degree required (or equivalent 4 years University degree)
  2. Perfect English mandatory (write, read, speak)
  3. 1 year minimum of work in a high velocity B2B environment with responsibility for first line of communication to the Prospects/Customers
  4. Computer proficiency – Ability to multi-task across tools and platforms (Outlook, Salesforce, etc…) without making mistakes
  5. Attention to detail and being a logical thinker are paramount to being successful in this position.

▲Preferred Qualifications:

  1. Basic technical understanding of related terminology: software, cloud services, operating systems, server, client
  2. Experience in handling customer complaints and Account Management
  3. MS Office
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2
1 years of experience required
700,000 ~ 1,100,000 TWD / year
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About us

Splashtop Inc. /splæʃ.tɑːp/成立於矽谷,為全球包括美洲、歐洲、亞洲、中東及非洲用戶提供新一代遠端存取與遠端支援軟體及服務,包括批次作業、大量裝置管理和虛擬實驗室等進階功能。公司現有客戶橫跨娛樂、物流、汽車、飯店、金融、保險及科技產業,其中不乏全球五百大企業,如迪士尼 (Disney)、聯邦快遞 (FedEx)、奇異 (GE)、萬豪國際 (Marriott) 和豐田 (Toyota) 等;亦為政府及教育研究機構,如美國疾病預防控制中心 (CDC)、哈佛大學(Harvard University) 、麻省理工學院 (MIT) 提供技術支援。

2021 年初,由 Sapphire Ventures 領頭與其他 3 位長期投資者挹注五千萬美元與追加一千五百萬美元資金,Splashtop 亦成為市值估計超過 15 億美元的「獨角獸」企業,持續打造未來工作和教育的解決方案。


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