The Digital Product Department is developing an innovative SaaS platform adopted by hundreds of large customers globally. Within the Customer Success department in Mauritius, your role will be to take a large part in the adherence of the product within our customers and prospects globally.

Your LittleBIG Responsibilities :

  • Become the platform expert and be the point of contact to a wide range of customer users globally
  • Daily assist the users of the platform by chat, mail or call on level 1 and level 2 requests
  • Escalating level 3 request and follow-up of the incident resolution
  • Collaborate internally with business, IT and finance team on problem solving
  • Train your client’s staff and their selected partners to use our services and platform by organizing webinars, individual training sessions, day-to-day support and any other good idea!
  • Contribute to the improvement of our technical platform and services
  • Gathering and escalating most common assistance request to the product development team so as to improve the platform overall
  • Contribute to the account management strategy in performing analysis of the received request and customer habits
  • Prior experience in support and customer success (strong plus for digital products or services)
  • Graduate in Communication, Management, IT or Business or similar studies
  • You have at least 1 year of prior experience in Administration, Customer Service or Support or Project Management and a good interest for digital products and the digital industry
  • Ability to tackle complexity and to pay attention to details
  • Excellent communication skills: good communicator, innovative, customer service oriented, proactive and responsive
  • Problem-solving skills
  • Being curious and eager to learn from scratch the functionalities of a SaaS product
  • Fluency in French and English, both spoken and written (Mandatory – other language is a plus)
  • Ability to work in a team and autonomously
Job Overview
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