🟢 Description:
◽ We are looking for a passionate, entrepreneurial individual to join our customer success team and support our users throughout their learning and usage of SurveyCTO - a data collection platform used by thousands of teams across 165 countries.
◽ Our support team is a crucial partner in the successful launch of projects and adherence to good form design practice that makes data quality monitoring and analysis easier for our clients. We provide advice that our users rely upon.
◽ As a Customer Support Associate at Dobility, the role will start with building deep knowledge of our platform, our users, and how SurveyCTO fits into different use cases. Over time, the role will focus more on researching, identifying, and implementing projects that promote users' success.
◽ This position offers the opportunity to become an expert in all things related to SurveyCTO, enabling user retention, while becoming a store of product knowledge for the benefit of the company. It also offers the opportunity to retain and grow our global user base, increase our impact around the world, and make a real difference.
◽ While rewarding in their own right, customer research advisor roles are also a potential stepping stone toward other roles in the company which all depend on advanced levels of knowledge of the product and product use cases.
🟢 Requirements:
◽ Must be located in the U.S., Canada, Latin America, or the Caribbean, i.e. should be able to work U.S. business hours.
◽ Is not necessary previous work experience.
◽ Strong writer and communicator in English.
◽ Fast learner, able to independently problem-solve.
◽ Detail-oriented.
◽ Preference for working in a fast-paced start-up environment.
◽ Passionate about improving the world through one’s work.
🚨 Please note that if your English speaking and writing capabilities are advanced but not perfect, your application will still be considered.
🟢 Preferred requirements:
◽ A SaaS background.
◽ Experience with training is a plus.
◽ Knowledge of the field research and international development spaces.
◽ Strong analytical skill is a plus.
◽ Has an interest/experience in web development (useful for extending SurveyCTO).
◽ Strong experience using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in a developing-country context, is highly advantageous.
🟢 Responsibilities:
◽ Provide first-line assistance to customers, addressing their inquiries and resolving issues related to the SurveyCTO platform.
◽ Maintain clear and proactive communication with customers through emails, phone calls, and chats, ensuring a positive experience.
◽ Facilitate training sessions and orientations for new customers, helping them understand and maximize the potential of SurveyCTO.
◽ Diagnose and resolve technical issues, collaborating with the development team to solve incidents and provide effective solutions.
◽ Manage and maintain strong relationships with assigned customers, identifying improvement and growth opportunities.
