About Us:
Giant Pumpkin is an innovative and highly collaborative startup company based in Bangkok, Thailand. We work with some fantastic globally recognized brands in the hospitality, QSR and retail sectors across South East Asia, creating smarter in-store experiences, through digital signage, audience analytics, music streaming, and other media solutions that transform retail environments.
Why Work For Us:
- We are entrepreneurial which means we like to think outside of the box.
- We are a young, fun internationally minded and highly collaborative team that thrives on challenges.
- Centrally based in Bangkok, we promote a hybrid work environment and measure outcomes not only inputs.
- We are growing and have just finished our second round of investment.
- We value accountability and give you the freedom and tools to drive your success.
What You Will Do:
As a Customer Success Specialist, you will play a crucial role in ensuring our clients derive maximum value from our digital signage and music streaming solutions. We are looking for a candidate with a technical background and excellent customer skills. Your primary focus will be to build strong relationships with customers, address their inquiries, and proactively troubleshoot and resolve issues within SLA given by clients.
Responsibilities:
This is a multifaceted role requiring a high level of accountability, independence and technical knowledge, as well as proactivity and collaboration.
Issue Resolution:
- Respond promptly to customer inquiries and resolve issues efficiently via phone, E-Mail and chat communication by troubleshooting and providing solutions for technical challenges from overseas and local clients.
- Record all customer inquiries in tickets and resolve problems within SLA.
- Visit on-site stores in the case of minor maintenance issues.
- Escalate unresolved issues to the technical on-site team (if any).
Content Management:
- Understand client briefs for media launch for digital signage.
- Manage and monitor media files inside the client’s account and be able to achieve ad-hoc requirements.
Product Education:
- Conduct training sessions to educate clients on the features and functionalities of our digital signage and music streaming platforms when being requested.
- Stay updated on product updates and communicate them effectively to clients
Account Health Monitoring:
- Ensure hardware devices stay active as much as possible by monitoring from the company’s dashboard on a regular basis. Then, contact clients in order to keep devices active.
Documentation:
- Maintain accurate records of customer interactions and transactions inside the company’s platform.
- Capture site reports if need to go on-site or from the technical team for the maintenance jobs.
Feedback for improvement and product testing:
- Summary unresolved cases or customers’ feedback to the Product Team in order to get investigate and find solutions.
- Test new issue scenarios from the demo devices in the office in order to find solutions to new problems and improve the service delivery.
How Will Your Success Be Measured:
- Timely response to tickets and customer support requests.
- Regular peer feedback and quarterly performance management reviews.
Requirements
- A Thai national with native level fluency in Thai and English language written and spoken. Non-Thai applicants, who have near native fluency in Thai as well as English (spoken and written) will also be considered.
- Bachelor degree in media ICT, A/V and any related field. We value experience over education and if you are an established business development professional but lack a degree - we still want to hear from you.
- Minimum 3 years experience in an IT service desk, or any related role / environment.
- Basic understanding of network infrastructure, including setup, configuration, and troubleshooting of networks.
- Hands-on experience with audio and video systems, including setup, configuration, resolution setting and remote management.
- Comfortable with software tools, dashboards, and cloud-based CMS platforms.
- Highly independent with a proactive attitude, strong analysis and problem-solving skills, and an ability to work in a fast-paced start-up environment.
- Ability to work independently, follow SOPs, and solve problems under pressure.
- Be flexible, willing and able to work a shift pattern of unusual work hours.
Benefits
- Competitive salary.
- Annual performance related bonus.
- 19 paid public holidays as per Thai Labour Law.
- Opportunities to partake in skills learning and development.
- Options to work hybrid upon successful completion of probation.
- Regular staff get togethers.
- Laptop and desktop.
- Centrally located office space in Bangkok.
