Customer Success Specialist

Job Overview: We are seeking a highly motivated and skilled individual to join our Softlink Global team as a Support and Implementation Specialist. In this role, you will be responsible for providing exceptional customer support, handling system implementations, and conducting training sessions for our Logi-Sys ERP software. Your expertise and assistance will be vital in ensuring customer satisfaction, successful adoption of the software, and seamless logistics operations for our clients.

Responsibilities

Provide excellent customer support to Logi-Sys users via various channels
such as phone, email, and live chat.

• Provide excellent customer support to Logi-Sys users via various channels such as phone, email, and live chat.
• Respond promptly and professionally to customer inquiries, technical issues, and requests for assistance, ensuring effective problem resolution and customer satisfaction.
• Conduct software implementations and training for new clients, guiding them through the process, configuring system settings, and ensuring smooth integration with their existing operations.
• Plan and deliver training sessions to educate clients on Logi-Sys functionality, features, and best practices.
• Collaborate with cross-functional teams, including development, sales, and product management, to address customer needs, communicate enhancements, and contribute to the continuous improvement of Logi-Sys.
• Stay updated on Logi-Sys product updates, industry trends, and logistics best practices to provide informed assistance and advice to clients.
• Document customer interactions, support tickets, and implementation processes for tracking and knowledge sharing purposes.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent practical experience.
• Proven experience in customer support or related roles, preferably in the logistics or software industry.
• Strong knowledge of logistics and supply chain processes, including freight forwarding and/or customs clearance.
• Technical proficiency with software systems and the ability to troubleshoot and resolve technical issues.
• Experience in software implementation and training, guiding clients through the implementation process and conducting training sessions.
• Excellent problem-solving and analytical skills, with the ability to think critically and propose effective solutions.
• Outstanding communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Strong interpersonal skills and the ability to build positive relationships with clients and internal teams.
• Self-motivated, proactive, and able to work independently as well as collaboratively in a team environment.
• Adaptability and flexibility to handle changing priorities, multitask, and thrive in a fast-paced environment.

Preferred Qualifications:

• Experience with Logi-Sys or similar logistics management software.
• Certifications or training in logistics, supply chain management, or relevant software systems.
• Knowledge of international trade regulations and customs compliance.
• Familiarity with project management methodologies will be an added advantage.

Life as Softlink Global:

At Softlink Global, we have a strong company culture and set of values that define
how we operate:

• We obsess over user experience and delight.
• We are committed to providing the best logistics and financial technology software applications to small, medium, and large-scale businesses.
• We thrive on developing a culture of learning and continuous improvement, both for people and processes.
• We invest in each other’s growth.
• We believe in complete transparency, open dialogue, and no hierarchies.
• We make objective and data-driven decisions.
• We believe in taking charge and getting it done.
• We give a damn about our team’s well-being and growth within the company.
• We encourage experiments and creativity in technology.
• We want you to be able to lead your own team or a project once you are ready.
• We want you to see our vision and become a part of our growth story.

We are committed to strengthening equality, diversity, and inclusion at our workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential.