Customer Success Specialist

1. Role Overview

The Customer Success Specialist supports customers in their day-to-day interactions with the company, acting as a key point of contact for service-related inquiries, administrative requests, and technical support coordination.

The role focuses on providing responsive customer service, coordinating activities across internal departments, following up on outstanding requests, and ensuring customers receive timely updates and appropriate assistance.

This is an customer-facing role offering an opportunity to develop knowledge of IT, networking & telecommunications environment, and customer relationship management.

2. Key Responsibilities

·       Manage incoming customer requests through the shared Customer Success mailbox.

·       Respond to general questions regarding accounts, services, contracts, and renewals.

·       Assist with billing and invoice inquiries, coordinating with relevant internal teams.

·       Process and coordinate customer requests related to cancellations, non-renewals, licensing, equipment, and service changes.

·       Coordinate technical support requests with Network Operations, Incident Management, and Technical Support teams.

·       Monitor open requests, follow up on outstanding cases, and ensure timely customer updates.

·       Support customer escalations by coordinating communication between customers and internal teams.

·       Maintain customer information and process updates via ServiceNow and other internal systems.

·       Coordinate customer meetings and support day-to-day account administration.

·       Identify potential customer concerns or business opportunities and escalate them to the appropriate teams.

3. Requirements & Competencies

·       Good English communication skills, both written and verbal.

·       Previous experience in customer service, helpdesk, administration, or a similar role is an advantage.

·       Basic understanding of IT services and networking concepts, or willingness to learn.

·       Good organizational skills and attention to detail.

·       Customer-oriented attitude and willingness to help others.

·       Ability to communicate effectively and collaborate with different teams.

·       Proactive approach to following up on outstanding tasks.

·       Basic knowledge of MS Office and willingness to work with CRM/ITSM tools (e.g. ServiceNow).

·       Availability for 24/7/365 shift work, including nights, weekends and holidays 

What we offer?

·       B2B contract on preferential terms: paid time off, private healthcare, Multisport card and training

·       Flexible 24/7/365 shift schedule (mixed 12-hour shifts, weekdays and weekends)

·       Fully remote work

·       Opportunity to develop within the IT and telecommunications industry.

·       Exposure to Network Operations, Incident Management, and Service Delivery.

·       Opportunity to grow into more advanced Customer Success or Service Management roles.