A Customer Success Manager, Technical

Helsinki

We are now looking for a Customer Success Specialist to join the HyperIn Customer Success team in Helsinki.

HyperIn is a game-changing cloud solution for people who manage shopping malls. We provide all the tools for multi-channel communication, collaboration and integration between shopping mall managers, tenants and their customers. HyperIn was founded in Finland in 2008 and is a Red Herring Top 100 Winner in recognition as one of the leading private technology and innovation companies. hyper[in]'s retail real estate platform is widely used in Europe for shopping mall commercial management with R&D centers in Finland and Hong Kong with authorized distributors in Europe, North America, Middle East and Asia.

We are now looking for a Customer Success Specialist to join the HyperIn Customer Success team in Helsinki. The Customer Success team is responsible for HyperIn's customer service in all its forms, from service delivery projects and service desk operations to web application development and daily maintenance work. In our Customer Success team, you get to work with major shopping mall owners and their mall management, marketing and tenants. We are looking for a full-time candidate who will go above and beyond the strict scope of the job definition in order to make our customers satisfied.

What you’ll do

As a Customer Success Specialist your duties include consulting customers on solutions related to HyperIn services. You will provide 1st and 2nd line support to customers and take responsibility for tickets received by telephone, email and our chat and investigate and resolve issues while keeping our customers up-to-date throughout.

You will work closely with other Customer Success colleagues, as well as our sales, and development teams to ensure we can resolve customer queries. Moreover you will provide training, support and on-going configuration assistance to our customers on how to effectively utilize our solutions to ensure they continue to obtain value.

You are constantly developing and improving our support processes, tools and services as well as providing world-class customer service. In addition, you take part in other Customer Success service delivery team tasks, for example project delivery and deployment tasks as needed.

We are looking for a candidate who has:

  • Bachelor’s degree or equivalent
  • Knowledge of HTML
  • Experience with major browsers (Chrome, Safari, Firefox, Internet Explorer, Edge)
  • Knowledge of relational databases
  • Good knowledge of Excel functions
  • Experience with SQL language and MySQL Workbench tool
  • Excellent time and task management skills, including task prioritization and ability to see the big picture
  • Good troubleshooting and problem-solving skills
  • A collaborative, positive attitude and solution-focused approach
  • The ability to build relationships with clients.
  • Strong written and spoken communication skills in Finnish (mandatory) and English
  • Interest in learning new technologies and new skills
  • Practical experience with help desk software, such as Zendesk is considered an advantage

You are the right candidate for us if, in addition to the above, you are a "hands-on" type of a person who is not afraid to step outside the comfort zone and is driven, energetic and cares about the quality of your work. You understand the need for effective processes and constantly want to improve them.

What we offer:

At HyperIn you will find a challenging, collaborative, fast-growing, and versatile workplace. For us, trust is key so you will have plenty of autonomy, and a great number of benefits. Also, possibility to join the industry-standard option program.

As a HyperIn family member, you will be well-equipped with the latest high-end working tools and the needed support for continuous learning and professional growth. Our premises are modern and comfortable at the HTC in Ruoholahti with relaxation spaces, a pet-friendly environment, personalized working stations, snacks & drinks, and an on-site gym. Our colleagues are an international and experienced mix, with personalities you do not want to miss. Currently, we are working on a remotely / hybrid work model by the end of the year.

HyperIn is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.

If you seek a nice cozy workplace that supports self-growth, diversity, individualism, and a healthy work-life balance, this might be the place for you. Get in contact by sending your CV or link to your LinkedIn profile with your salary expectations to:

hr(at)hyperin.com

Latest on November the 6th, 2022, to: hr@hyperin.com.

Please notice that we will proceed with potential candidates already during the application period.

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