Your mission
At Hypatos we pride ourselves in developing a people-first culture with customer centricity mentality. We are always ready to go above and beyond for our people and our customers.
Is one of your core values about helping and caring for others? Then, you already fit right in with our Customer Care Team.
As our Customer Care team-member (remote), you will take over the technical care of our global customers and partners for all questions related to Hypatos software and its integration.
You will be the primary contact for every incoming inquiry about our software, as well as for answering and documenting technical questions. You will be the confluence (pun intended) between our customers and our delivery, machine learning, development, product and SAP integration teams.
We are looking for an A-player thriving for technical and personal growth. Ready to take full ownership of this role to help us create and improve Hypatos, in every possible way, to make our customer journey delightful.
Responsibilities:
Is one of your core values about helping and caring for others? Then, you already fit right in with our Customer Care Team.
As our Customer Care team-member (remote), you will take over the technical care of our global customers and partners for all questions related to Hypatos software and its integration.
You will be the primary contact for every incoming inquiry about our software, as well as for answering and documenting technical questions. You will be the confluence (pun intended) between our customers and our delivery, machine learning, development, product and SAP integration teams.
We are looking for an A-player thriving for technical and personal growth. Ready to take full ownership of this role to help us create and improve Hypatos, in every possible way, to make our customer journey delightful.
Responsibilities:
- Act as the voice of Hypatos and take exceptional care of our customers.
- Be an expert in the configuration of our application and its integration with APIs and SAP
- Create a unique customer experience by proactively contributing through suggestions and implementing them independently
- KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
- Drive and participate in regular Root Cause Analysis (RCA) cycles to improve our processes and our knowledge base
- Manage and operate the process to resolve all basic and intermediate customer inquiries
- Manage the coordination of systematic escalation and resolution of expert-level inquiries
- Manage, maintain, and expand self-help repositories (knowledge base, academy, etc.)
- Qualify problems or defects in close collaboration with Hypatos development and product teams
- Collaborate with the customer success, product, and sales teams to create and maintain strong feedback loops for customer insights and exceptional service improvement
- Implement custom configurations of our application based on customer requirements
- Participate in customer projects as application expert by providing technical insights to customers with relation to our product and enabling implementation consultants in their daily work