Customer Success Associate

We are seeking a proactive and versatile Ticket Support and Feedback Specialist to manage customer service support tickets and drive user feedback initiatives. In this role, you will ensure prompt resolution of support tickets while engaging with customers to gather valuable insights and reviews that can help enhance our products and services.

• Act as the primary point of contact for vendor-clients, managing and resolving service support tickets while adhering to SLAs.
• Monitor and track tickets, ensuring due-soon and overdue issues are addressed promptly.
• Communicate with customers to clarify issues and collect additional information necessary for ticket resolution.
• Keep customers informed on the progress and outcome of their tickets.
• Follow established Standard Operating Procedures (SOPs) to address bugs, issues, and general inquiries.
• Collaborate with cross-functional teams (Customer Success, Professional Services, Account Management, Engineering) to resolve tickets effectively.
• Escalate unresolved tickets or critical incidents to the appropriate stakeholders when necessary.
• Build strong relationships with customers to improve satisfaction and encourage participation in feedback processes.
• Reach out to portal users through phone and email to gather reviews, success stories, and feedback about their experience.
• Post feedback and reviews on the company s website, social media, review sites, and online marketplaces.
• Document and categorize user feedback, ensuring accuracy and proper organization.
• Provide insights based on feedback and ticket trends to help improve products and services.
• Participate in regular interlock meetings with clients and internal teams to ensure smooth operations.
• Ensure compliance with company guidelines and relevant regulations (e.g., GDPR) when collecting and posting feedback.
• Stay up to date on internal processes, technologies, and best practices by completing required training and certifications.

• Proven experience in customer service, technical support, telephonic sales, lead generation, or customer success roles.
• Strong understanding of SLA management, ticketing systems, and customer support processes.
• Familiarity with social media platforms, review sites, and online marketplaces.
• Exposure to GDPR and other regulations related to customer communication.
• Excellent verbal and written communication skills, with the ability to build rapport and engage customers.
• Strong problem-solving abilities, organizational skills, and attention to detail.
• Ability to collaborate with cross-functional teams and manage multiple tasks simultaneously.
• Experience with CRM systems and review management tools is a plus.
• Willingness to undergo training and certification to enhance technical and business acumen.

• Bachelor s Degree in technical field of study or equivalent work experience