Customer Success Associate

***We are looking for two (2) Customer Success Associate to join our team in HCMC, Vietnam.
- As a Customer Success Associate with GeoGuard, you play an integral role in our customer experience lifecycle. You act as the first point-of-contact for our clients, working with them on integrations and engaging with them on a regular basis throughout the relationship. You are a valuable resource in the company, both for our clients by providing guidance and advice, and for your fellow team members across the company, providing insightful input on your assigned clients’ experiences, thoughts, and needs.
- Our ideal candidate has excelled working in a similar role, providing both in-person and virtual support to clients. You believe in the value of building strong customer relationships as you see the long-term effects it can have on both the customer and the business. As GeoGuard clients are in the US gaming and sports betting markets, knowledge of the regulations and requirements in these markets is a definite asset.
- Your current and past colleagues would describe you as a resourceful, detail-oriented, highly-organized individual with a positive attitude and are easy to get along with. You pick up on new technology fairly quickly and aren’t afraid to ask questions, learn, and push priorities forward. You are proactive and solutions-oriented, working ultimately to ensure our customers’ overall success.

***Your key accountabilities and responsibilities will include (but not limited to):
• Respond to clients according to SLA requirements, but try to achieve a 24-hour issue close for all tickets when possible (available on PagerDuty as assigned)
• Record and investigate blocking cases, geolocation issues and potential troubleshoot defects
• Monitor and manage social media mentions and respond accordingly
• Support and respond to Zendesk tickets related to user support: Pardot form submissions, direct user emails and etc.
• Liaise with Operational and Development teams to create strategies and solutions to technological problems faced by end-users and clients
• Communications will include the preparation and processing of all pertinent documentation to resolve customer issues, data analytics, reporting investigations and manage the dialogue with customers (and potentially regulators)
• Provide service delivery managers with customer insights and information on customer needs and values to be taken into consideration for new features and upcoming releases
• Conduct analytics required to monitor the success and performance of implementations, launches, etc.
• Review Daily Hand Over at beginning of the day, and create one at Close of Business (COB)/End of Day (EOD) to pass along vital information related to customer issues and reports
• Develop and maintain a thorough understanding of the company’s technologies, process, and teams

***Our ideal candidate has:
• Minimum of one (1) year experience in a similar role and completion of post-secondary education in a relevant field
• Experience in providing a high level of customer support, understanding their needs and providing exceptional customer service in all interactions, including in-person and virtually
• Ability to understand business and customer requirements, prioritizing issues and escalating as required
• Experience liaising with internal development and technical teams, with the ability to gather required information
• Fluent English skills in reading and writing
• Strong communication skills with the ability to adapt to communicating with different parties such as clients, developers, and infrastructure team members, across different time zones
• Resourceful, detail-oriented, with strong organizational skills
• Good conflict resolution skills
• Ability to work on weekends and/or outside normal working hours
• Good understanding of customers’ use of technology; experience with SDK integration is an asset
• Experience preparing reports and presentations, and data analysis
• Experience with Jira, SQL, Zendesk, and Atlassian is an asset

If you have what we are looking for and would love to join our team in HCMC, we want to hear from you! To apply, visit:https://geoguard.bamboohr.com/jobs/view.php?id=110

This position is located in HCMC, Vietnam.

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.

- Annual Health Insurance and Annual Company trip
- Attractive annual bonus based on your performance
- Comply to Vietnam tax laws and compulsory social insurances for employees

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