Customer Success Tech Advisor — Expert Support & Upsell

• Provide expert-level technical support, troubleshooting issues related to hosting, email, and other  products.

• Resolve customer enquiries through various channels, including phone and ticketing systems, ensuring quick and effective solutions.

• Ensure customers are set up for success by guiding them through product features, configuration, and best practices.

• Identify and recommend opportunities for upselling and cross-selling relevant products or services that will enhance the customer’s experience.

• Assist customers in understanding and optimising their product setups, helping them maximise value from our services.

• Collaborate closely with internal teams, including sales and product, to resolve complex technical issues and drive continuous service improvement.

• Actively contribute to achieving team sales and retention targets through effective customer interactions and product recommendations.

• Educate customers on new features or product updates, keeping them informed and engaged with our latest offerings.

• Maintain detailed and accurate records of customer interactions, issues, and resolutions in CMS systems.

• Stay updated on industry trends, product enhancements, and emerging technologies to provide up-to-date support and advice.

Requirements

• Proven experience in customer support, ideally in a phone-based role with exposure to a commercial or sales-driven environment.
• Strong communication, active listening, and problem-solving skills.
• Ability to build rapport with customers and provide solutions that drive customer success.
• Familiarity with CMS and ticketing systems, and basic billing/account management processes.
• A customer-centric mindset with a passion for delivering exceptional service and helping customers succeed.

🔍 ATS Optimization Keywords
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Soft Skills

• communication
• active listening
• problem-solving
• customer-centric mindset
• rapport building
• customer success