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Hearsay Systems

Social media software to centrally manage brands social media presences.

Product Specialist (Porting Specialist)
Manila, PH
Job Description / Skills Required

Hearsay Systems empowers financial professionals around the world to use social media to attract prospects, retain customers, and grow their business. Recently named one of CNBC’s 50 Disruptor companies, we are currently looking for a Product Specialist in Customer Support to help revolutionize the way companies use social media in North America!

At Hearsay Systems, one of the ways we get our kicks is by delivering a customer experience that delights our users. Our Customer Support team is at the heart of the customer experience (if we do say so ourselves). We genuinely enjoy helping, solving, strategizing, bantering, chatting, listening, and doing all other kinds of things for our customers. We truly enjoy helping make our customers successful.

Mission:

Consistently deliver the best customer support experience by effectively channeling a deep passion for the customer into every customer interaction.

Outcomes:

Understand and act as a first point of contact for our Hearsay Messages product
Own the customer experience by effectively addressing support-related questions via the phone and Zendesk ticketing solution
Work closely with our partners to ensure proper porting of numbers
Act as a liaison between our customers and Hearsay Systems engineers on specific issues
Consistently attain Hearsay's target customer satisfaction score
Maintain SLAs for standard and premier customers
Be recognized as an expert on Hearsay's messages product and partner ecosystem
Execute our support strategy and build stellar relationships with our customers
Demonstrate deep execution focus by achieving quarterly goals at the team level
Help deliver improvements by participating in post-mortem meetings
Focus on continuous team improvement by onboarding new team members

Competencies:

Technology Oriented: Understands and uses common telephony terminology, as well as demonstrate an ability to triage applications at an in-depth level.
Empathy/Passion: A deep passion for customer service and a unique ability to understand enterprise customer needs
Results Oriented: Ability to deliver high quality work in a timely manner
Communication: Stellar verbal and written communication in English.
Analytical Mindset: Ability to think on one's feet and find creative solutions at an application and account level
Collaborative: Team player with a positive attitude and a strong sense of self direction and the ability to work across all internal teams
Leadership: Influences coworkers with a positive attitude and a strong sense of self direction