Job Description

Company Overview:

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:

1. 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)

2. 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

3. 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

4. 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.

5. 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.

6. 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

1. Bachelor's degree in any related field. 
2. Preferably experience in Customer Support, IT service desk, or any related role.
3. Basic understanding of network infrastructure, including setup, configuration, and troubleshooting of networks.
4. Hands-on experience with audio and video systems, including setup, configuration, resolution setting and remote management.
5. Good English communication, and interpersonal skills as well as enjoy working as a team.
6. Proactive attitude, problem-solving skills, and ability to work in a fast-paced start-up environment. 
7. Self-motivated with a customer-centric mindset and open to learning new things every day.
8. 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.

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