Customer Success & Support Representative

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Job Responsibilities:

The Customer Success & Support Representative plays a vital role in ensuring our clients have positive and productive experience with the OPAL Marketing platform. You will be the primary point of contact for our customers, providing technical support, onboarding assistance, training, and proactive guidance to maximize their use of our software and achieve their business goals. This role requires a strong understanding of our product, excellent communication skills, a passion for helping others, and a proactive approach to problem-solving.

Key Responsibilities:

• Customer Onboarding & Training: Guide new customers through the onboarding process, including platform setup, user training, and best practice implementation. Develop and deliver training materials (e.g., webinars, tutorials, documentation).
• Technical Support: Provide timely and effective technical support via phone, email, and chat. Diagnose and resolve customer issues, escalating complex problems to the appropriate teams. Track and document support interactions in our ZenDesk system.
• Customer Success Management: Proactively engage with customers to understand their needs, identify potential challenges, and offer solutions. Monitor customer usage and identify opportunities for improvement and expansion. Build and maintain strong relationships with key customer stakeholders.
• Product Advocacy: Become a product expert and advocate for OPAL Marketing within the customer base. Gather customer feedback and share it with the product team to drive product improvements.
• Collaboration: Work closely with sales, product, and engineering teams to ensure a seamless customer experience.
• Documentation & Knowledge Base Management: Contribute to and maintain our customer knowledge base, FAQs, and other support documentation.
• Process Improvement: Identify opportunities to improve customer support processes and contribute to the development of best practices.

Additional Job Details:

Qualifications & Experience

• Bachelor's degree in a related field is preferred.
• 2+ years of experience in customer success, technical support, or a related field, preferably in a SaaS environment.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.   
• Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.   
• Ability to work independently and as part of a team.
• Experience with CRM systems (e.g., Salesforce) and support ticketing platforms.
• Experience with translation management software or the localization industry is a plus.
• Fluency in multiple languages is a plus.