What you will be doing:
You are positive, people-oriented, and have strong attention to detail. You are a consistently professional communicator over email or chat platforms. You will work closely with our cross-functional teams and support clients with product-related issues. We are looking for candidates who are not afraid to roll-up their sleeves to support the Customer Success team and take ownership of client issues. In return, you will have growth opportunities to advance your career as our team and organization expands.
Product implementation & client onboarding
- Drive the client onboarding process alongside the Customer Success team
- Work on end-to-end software implementation: kick-off meetings, data migration, UAT and system go-live
- Plan and coordinate end-user training for any system implementations or enhancements
- Conduct User Acceptance Testing (UAT)
- Own, track and provide regular status updates to the internal team
- Track implementation status and support metrics through dashboarding and reports
- Suggest improvements on implementation and support processes
Product Support for clients:
- Work hand-in-hand with the engineering team to solve technical issues raised by clients
- Provide customer support to our most valuable clients by resolving queries through official email, live chat and Hubble Support
- Provide first-level L1 support for incidents and end-user related enquiries
- Escalate issues or incidents to L3 for deeper technical assistance
- Provide excellent customer service in line with chat and email SLAs
- Close off and see through issues from Reporting to Resolved
- Keep customers informed on the status of their request and guide them along for their best satisfaction and productivity.
- Identify, record, and track bugs thoroughly
What we need from you:
- Bachelor's degree
- Experience handling different client personalities
- Willingness to learn new processes and ramp up quickly
- Good English (Verbal and Written) is a must
- Proficiency in Mandarin is a plus, not a must
- Someone with a strong sense of urgency, while operating with integrity
- Strong problem-solving skills, process driven and analytical
- Proactive, looking to always enhance a process or way of thinking
- Accountable, dependable, working with a high level of transparency
- Understands start-up culture - high-speed, hand on, data-driven, live and ever-changing
About Hubble:
Hubble is a leading construction management platform that seamlessly connects stakeholders across the entire value chain to build better, faster, safer, and more cost-effective projects. Our company was founded in 2016 with a mission to automate construction and build wealth for our clients.
Today, we are proud to have automated more than 300 construction sites worth over $50 billion worldwide. Our full suite of software solutions include document, workforce, safety, quality, material, payments, and building management, and are used daily by over 90,000 users from 3,700 companies.
Headquartered in Singapore, we operate from offices in Vietnam, Malaysia, Indonesia, and the Philippines. Our team of passionate and diverse professionals is dedicated to transforming the built environment by building autonomous construction sites through innovative technology and collaborative partnerships.
What Hubble will give you:
Hubble is built by a team of talented, driven, and ambitious individuals. We do not subscribe to conventions. We do not let history and traditions dictate and limit our dreams to shape the world. We adopt the same mindset with our hiring. We are looking for the best and we want to bet on you. If your mindset is right, we promise you the ride of your life.
Who will you be working with:
- Purpose driven
- Hungry, ambitious, and self-motivated
- Meritocratic, results/performance > age/bureaucracy
- Resourceful, independent, chart our own destiny
- Determined, perseverance, and hard working
- Creative, innovative, out of the box
Yes, the above is everyone of us at Hubble.
Visit us at www.hubble.build to learn more for #bettercitiesoftomorrow