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Customer Support Specialist

Singapore - Support

The Customer Support team is an international, diverse team that are the first point of contact for all of the technical questions that clients have about the Talkwalker family products. We deal with all manor of requests that arrive with us, from across the world, striving to deliver the highest quality of customer service to all of these inquiries. We work closely and collaborate with nearly all the other departments in Talkwalker, helping us to be known as the gurus of the tools!

Talkwalker is a leading social listening & analytics company with over 2,000 clients globally. Through our AI-powered analytics platform, we gather data from the conversations that happen around brands - online, in the media, and within companies themselves - to uncover, understand, and action consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, and Tokyo.

Key responsibilities:

  • Prioritise, troubleshoot and resolve technical issues
  • Provide support to all users of the platform
  • Investigate any occurring customer problems
  • Report issues and requests using ticketing systems
  • Respond in professional and timely manner to clients
  • Import, assess and assign leads and data into CRM systems
  • Optimise client projects and provide solutions for platform issues
  • Assist with the progression of in house developments for the tool
  • Qualifications:

  • You are fluent in English and Japanese
  • You have gained 3-5 years of experience in customer support-related role ideally in the technology sector
  • You have great communications skills (written, spoken)
  • You are not afraid of tackling a variety issues with clients and enjoy getting these problems resolved
  • You have the drive and discipline to autonomously handle customer requests
  • You enjoy working in a dynamic and open communication culture
  • You show initiative in improving the products and customer service
  • You are self-motivated, focused, well-organised and simply get things done
  • What we offer:

  • 20 days of vacation
  • International health insurance
  • Competitive base salary and opportunity for bonus
  • Internal growth and development programs
  • Company events such as social activities
  • 1 volunteering day per year
  • About us:
     
    Talkwalker was named a Leader among the top 10 social listening platforms in The Forrester Wave™: Social Listening Platforms, Q4 2020. This recognition validates everything that we are striving for – happy customers, a powerful and easy-to-use product, groundbreaking AI technology (from visual recognition to Conversation Clusters), and an abundance of clean and accurate social data.

    Our colleagues come from 50+ different countries around the world, with a total headcount of over 400 employees. Being a rapidly-growing organization, our goal is to be 500+ employees by the end of 2021. 

    For more information, please visit our website, or our social media accounts.