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關於Quid（NetBase美商網基品牌）
總部位於矽谷，Quid是一家快速成長且充滿創業精神的公司。在全球社群媒體分析平台上，我們處於世界領先地位，達到30%以上的成長！
我們將網際網路上的資訊，如 Facebook 貼文、Instagram圖片、 YouTube留言、Twitter 、各大新聞、消費者評論、產品評論、業務文檔，再到專利申請和論壇等數據，透過匯總、分析並經由最尖端的文字分析技術、自然語言處理技術(Natural Language Processing)及電腦視覺(Computer Vision)分析之後，幫助客戶從數據中取得有價值的資訊，透過我們的工具及服務，客戶可以更快速、更全面地了解市場趨勢、競爭對手、消費者偏好等，能制定更有效的營銷策略和商業決策，從而在市場中佔有更大的優勢。
The key focus of the Junior Customer Care Manager on the Customer Care team is to:
• Develop, maintain, and apply up-to-date knowledge of the Quid suite of products and industry; and
• Apply this product and industry knowledge by delivering outstanding customer support and ongoing education to clients
The Junior Customer Care Manager will use a combination of self-service and customized materials to respond to and resolve customer questions or issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. The Junior Customer Care Manager is an individual contributor that works as part of a dispersed team in the Customer Care department.
Location & Hours:
This role will be a remote role based in Taipei, Taiwan. This position will work U.K. business hours, Mon-Fri, 9am-5pm.
Responsibilities:
• Provide technical product support, mainly through email and live chat communications, via our support console while maintaining high satisfaction ratings from clients and internal teams.
• Empathize with clients while keeping business solutions in mind. Quickly address, identify, and respond to customer issues within business SLA’s.
• Provide product expertise to all Quid customers across the Quid product portfolio. Be the source of technical truth on Quid products.
• Learn, follow, and further implement the customer support processes. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
• Learn and use internal Quid tools & platforms to understand the entire issue at hand and write replies with accurate information.
• Work as a liaison between the customers, team leads, and the development team at HQ to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
• Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
• Use customer ticketing systems to help automate customer responses and develop workflows to aid in customer self-service.
Qualifications & Skills:
• BS or BA degree.
• Proficient in English.
• 1-3 years of experience in Social Media related technologies with a proven track record of delivering client solutions; OR
• 1-3 years of experience providing support to clients on SaaS based platforms of a technical nature.
Preferred Qualifications:
• Direct hands-on experience providing premium support and excellent customer care at a software or similar high-tech company.
• Prior hands-on experience with Quid or similar technologies.
• A self-starter with a desire to learn.
• Values teamwork and clear communication.
• The tenacity in problem-solving and conducting research internally and externally to find solutions.
• Ability to multi-task and adapt to change quickly.
• Excellent interpersonal communication skills, both written and verbal.
• Remains calm in a fast-paced work environment.
• Demonstrates thoughtful leadership in assessing problems and opportunities.
• Experience using CRM tools (preferably Salesforce and Gainsight), bug tracking tools such as JIRA, ticket support tools like Help Scout, Freshworks, Intercom, or Zendesk.
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