Customer Support Specialist (Customer Success Team)

Customer Support Specialist (Minimum 2 years experience)

As a Customer Support Specialist, you will provide a helping hand to our Customers who are growing their business with Zetpy.com

You will be part of our Customers Success Team, which quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Zetpy works.

In this role, you will need to

• Develop deep knowledge of the Zetpy software
• Effectively resolve customers' issues through phone, email, and chat.
• Provide support & guidance to Zetpy’s customer base that use our suite of tools
• Drive long-term customer adoption through successful onboarding
• Diagnose software issues and engage with our product and engineering teams using established internal processes
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Collaborate with inside sales team or account owners, to identify opportunities for existing customers to use more of our platform or remove roadblocks
• Handle multiple customer issues at the same time in a fast-paced environment
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

We are looking for people who:

• Like to help people and solve problems
• Adapt quickly to changing priorities and customer needs
• Passionate about working with customers and finding solutions that make their goals possible
• Find creative problem solving fulfilling & challenging
• Comfortable with uncertainty & ambiguity
• Are self-motivated & eager to learn
• Have a clear, professional, and informative communication style
• Have strong sense of urgency and efficiency in completing work
• Enjoy the fast paced environment of tech
• Interested in building technical skills and learning about HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop etc), Shopping Carts (Woocommerce, Shopify, Magento etc), APIs and more

Pluses:

• Have prior experience in software or technical support with a customer centric focus
• Proficiency across any of the following technical skills: content management, HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop know how), Shopping Carts (Woocommerce, Shopify, Magento know how)

You will need to have:

• Minimum 2 years of customers service experience
• Male / Female of the Internet generation
• Diploma or Bachelor Degree - Any majoring
• Fluency in English, Bahasa Malaysia (or Mandarin)
• Self-driven, comfortable with a fast-paced, always-on, highly ambiguous start-up environment
• Ability to meet multiple objectives in an entrepreneurial environment with little supervision
• Have a positive outlook and a strong ability to take responsibility for their successes and failures

Staff Benefits:

• Competitive Pay Package
• Your Birthday is Your Holiday (who works on birthday?) + Birthday Meal Treat on Us!
• Unlimited soft drinks & snacks at labs
• New Laptop Subsidy
• RM500 Book purchase reimbursement
• Medical & Dental Benefits
• Health Insurance (Medical Card)
• A fantastic work hard/play hard and obsessed-over-customer culture