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關於Quid（NetBase美商網基品牌）
總部位於矽谷，Quid是一家快速成長且充滿創業精神的公司。在全球社群媒體分析平台上，我們處於世界領先地位，達到30%以上的成長！
我們將網際網路上的資訊，如 Facebook 貼文、Instagram圖片、 YouTube留言、Twitter 、各大新聞、消費者評論、產品評論、業務文檔，再到專利申請和論壇等數據，透過匯總、分析並經由最尖端的文字分析技術、自然語言處理技術(Natural Language Processing)及電腦視覺(Computer Vision)分析之後，幫助客戶從數據中取得有價值的資訊，透過我們的工具及服務，客戶可以更快速、更全面地了解市場趨勢、競爭對手、消費者偏好等，能制定更有效的營銷策略和商業決策，從而在市場中佔有更大的優勢。
The key focus of the Junior Customer Care Manager on the Customer Care team is to:
• Develop, maintain, and apply up-to-date knowledge of the Quid suite of products and industry; and
• Apply this product and industry knowledge by delivering outstanding customer support and ongoing education to clients
The Junior Customer Care Manager will use a combination of self-service and customized materials to respond to and resolve customer questions or issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. The Junior Customer Care Manager is an individual contributor that works as part of a dispersed team in the Customer Care department.
Location & Hours:
This role will be a remote role based in Taipei, Taiwan. This position will work U.K. business hours, Mon-Fri, 9am-5pm.
Responsibilities:
• Provide technical product support, mainly through email and live chat communications, via our support console while maintaining high satisfaction ratings from clients and internal teams.
• Empathize with clients while keeping business solutions in mind. Quickly address, identify, and respond to customer issues within business SLA’s.
• Provide product expertise to all Quid customers across the Quid product portfolio. Be the source of technical truth on Quid products.
• Learn, follow, and further implement the customer support processes. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
• Learn and use internal Quid tools & platforms to understand the entire issue at hand and write replies with accurate information.
• Work as a liaison between the customers, team leads, and the development team at HQ to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
• Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
• Use customer ticketing systems to help automate customer responses and develop workflows to aid in customer self-service.
Qualifications & Skills:
• BS or BA degree.
• Proficient in English.
• 1-3 years of experience in Social Media related technologies with a proven track record of delivering client solutions; OR
• 1-3 years of experience providing support to clients on SaaS based platforms of a technical nature.
Preferred Qualifications:
• Direct hands-on experience providing premium support and excellent customer care at a software or similar high-tech company.
• Prior hands-on experience with Quid or similar technologies.
• A self-starter with a desire to learn.
• Values teamwork and clear communication.
• The tenacity in problem-solving and conducting research internally and externally to find solutions.
• Ability to multi-task and adapt to change quickly.
• Excellent interpersonal communication skills, both written and verbal.
• Remains calm in a fast-paced work environment.
• Demonstrates thoughtful leadership in assessing problems and opportunities.
• Experience using CRM tools (preferably Salesforce and Gainsight), bug tracking tools such as JIRA, ticket support tools like Help Scout, Freshworks, Intercom, or Zendesk.
- 彈性上班時間，政府行事曆中補班日不上班
- 可自由選擇在家工作
- 每年15天特休假
- 每年3天全薪家庭照顧假，讓員工可以兼任職場工作與家庭照顧責任
- 3天Happy Hours假並自由參加豐富多元的活動（電影欣賞、紅白酒鑑賞、登山、衝浪、騎單車、做甜點、路跑、享用米其林餐點）
- 週五下午不上班 （half day off every Friday afternoon in summer）
- 服務每滿五年，另有一個月（Sabbatical）充電假
- 20%自己進修時間
- 體檢假、出差假
- 優質團保 (公司負擔全額，並含配偶及小孩）
- 優質年度健康檢查
- 股票選擇權
- 高額教育訓練/技術研討會補助金及上課假
- 高額員工推薦獎金
- 免費飲料水果零食供應
- 自由、彈性、活潑的美式工作環境
- 坐式/站式升降辦公桌、高規筆電 (MacBook Pro or Windows)、24吋可旋轉(雙)螢幕及27吋 2k螢幕供選擇
