Client Services & Support Executive

We are Pixl8 Group; a technology company providing the best digital solutions, for people-based businesses.

https://pixl8.com

Specialising in the integration of highly personalised tech, our suite of products and services give businesses fully-customisable and off-the-shelf solutions, they control.

Since 2001 we’ve worked with hundreds of organisations to build integrated websites, CRMs, bespoke software and have now consolidated our expertise into flourishing products such as ReadyMembership (https://www.readymembership.com) and EventFolio, based on our open-source Preside Platform (https://preside.org).

The role

Operating globally, Pixl8 Group Ltd is seeking a Client Services & Support Executive to join our team. In this role you will be given the opportunity to solve business and digital challenges to ensure customer success, and use and develop your skills in a supportive, friendly and flexible environment.

As a Client Services & Support Executive your core accountabilities are as follows:

1. Reactive client engagement
2. Issue resolution - to SLAs and in consideration of priority level
3. Product guidance

Primarily through our support desk, you will manage client expectations and professionally represent the company whilst providing excellent customer service. This will involve communicating with clients, problem-solving and educating clients on best-practise product use.

It would be beneficial if you have worked in other technology product organisations and it is highly desirable that you have practical experience of digital transformation, discovery and implementation processes. You will be familiar with a range of technologies including CMS and CRM or event management software.

This is mainly a remote role, based in Kuala Lumpur, with some time expected to be spent in our office in Petaling Jaya, Selangor (to be agreed with your Line Manager) and requires close coordination of development support both locally and with global teams.

Responsibilities

• Key member of the support and customer service team
• Primary point of contact for clients
• Responding to incoming tickets
• Triaging issues, managing and estimating tasks (support issues, enhancements or change requests)
• Apply product knowledge to troubleshoot and resolve basic technical issues
• Scheduling the right people to deliver tasks and seeing the work through to harmonious resolution
• Management of support contracts to ensure they are renewed on time and support allowance is kept in positive credit
• Ensuring client support issues are meeting agreed SLAs and correct processes are adhered to
• Adopt the Pixl8 support practices and contribute to continuous improvements via the chapter lead
• Provide client insights, product feedback and trending issues to internal teams

Requirements

• Experience working within a support team or service desk environment
• Experience working in a digital agency
• Excellent English written and verbal communication skills (you will be communicating directly with clients)
• Understanding of CMS, CRM and software development processes
• Familiarity with web concepts, digital products & services
• Knowledge of JIRA an advantage
• Confidence to work hands-on with our internal teams and convey requirements in a precise and effective manner
• Self-starter with proactive attitude towards the resolution of any issues or delays
• Aptitude for maintaining and building thriving and sustainable relationships
• Commercial awareness (working with budgets, time logging, invoicing)
• Highly-organised with meticulous attention to detail
• Microsoft Office skills (especially Excel and Word) (or equivalent Google products)

Do you meet our values?

• We stretch our limits
  Continuous improvement is our default mindset. We are curious, persistent and challenge ourselves and our clients to create great results.
• We act with integrity
  We value the trust placed on us by our clients. We work with honesty and integrity at all times. We maintain transparency in our communications and profit is always secondary to what is right.
• We are always accountable
  We confidently empower our teams to own a problem and collectively deliver on our promises.
• We care because it matters
  We listen to understand, with the goal to form durable, long-term and respectful relationships.
• We dare to share
  Our people are a source of strength. We respect the individual, nurture our teams and give back to our wider communities.

Benefits

We are always keen to hear from applicants who would be interested in working hybrid, flexible hours.

• 18 days of holiday + recognised/agreed public holidays
• Remote working allowance
• Healthcare scheme
• Company socials and team trips
• Ongoing personal development
• Performance bonus
• Salary depending on experience
• We are a remote-first company that provides office space as/when needed (in Kuala Lumpur as well as London).
• We believe in a great work-life balance - we do the work and log the time but also understand the need for family time and other responsibilities

Salary

4,000 to 6,000 MYR per month, depending on experience.

ISO

You'll carry out your role in accordance with the requirements of ISO/IEC 27001 as reflected in the Company's policies and procedures and the ISO/IEC 27001 organisational structure charts.