Giant Pumpkin is a dynamic and innovative digital signage and music streaming company that transforms spaces with cutting-edge technology. We believe in creating immersive and engaging experiences for our clients, and we are seeking a passionate and experienced Customer Success Manager to join our team for afternoon and weekend shifts.
Job Summary:
As a Customer Success Specialist, you will play a crucial role in ensuring our clients derive maximum value from our digital signage and music streaming solutions. We are looking for a candidate with a technical background and excellent customers skills. Your primary focus will be to build strong relationships with customers, address their inquiries, and proactively troubleshoot and resolve issues within SLA given by clients.
Responsibilities:
Issue Resolution
Respond promptly to customer inquiries and resolve issues efficiently via phone, E-Mail and chat communication by troubleshooting and providing solutions for technical challenges from overseas and local clients
Record all customers' inquiries in tickets and resolve problems within SLA
Visit on-site stores in the case of minor maintenance issues
Escalate unresolved issues to the technical on-site team (if any)
Content Management
Understand the client's brief for media launch for digital signage
Manage and monitor media files inside the client's account and be able to achieve ad-hoc requirements
Product Education
Conduct training sessions to educate clients on the features and functionalities of our digital signage and music streaming platforms when being requested.
Stay updated on product updates and communicate them effectively to clients
Account Health Monitoring
Ensure hardware devices stay active as much as possible by monitoring from the company's dashboard on a regular basis. Then, contact clients in order to keep devices active
Documentation
Maintain accurate records of customer interactions and transactions inside the company's platform
Capture site reports if need to go on-site or from the technical team for the maintenance jobs
Feedback for improvement and product testing
Summary unresolved cases or customers' feedback to the Product Team in order to get investigate and find solutions
Test new issue scenarios from the demo devices in the office in order to find solutions to new problems and improve the service delivery
Requirements
Bachelor's degree in any related field.
Preferably experience in Customer Support, IT service desk, or any related role
Basic understanding of network infrastructure, including setup, configuration, and troubleshooting of networks
Hands-on experience with audio and video systems, including setup, configuration, resolution setting and remote management
Good English communication, and interpersonal skills as well as enjoy working as a team
Proactive attitude, problem-solving skills, and ability to work in a fast-paced start-up environment.
Self-motivated with a customer-centric mindset and open to learning new things every day
Be flexible with unusual work hours
If you are passionate about customer success and thrive in a dynamic, technology-driven environment as well as want to be part of a vibrant team, please submit your resume and a cover letter detailing your relevant experience to tantika@giant-pumpkin.com
Benefits
Experience the hybrid work arrangement
Social Security
Our office is situated in the heart of the city center, conveniently connected to the BTS Chidlom
Annual Health Check-Up after completing one year of employment
Be part of a diverse team where global perspectives inspire creativity and innovation
Embrace the thrill of working in a high-energy, rapidly evolving industry that keeps you engaged and challenged