Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.
Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.
Cin7 Sri Lanka is proud of our culture and has been officially recognised with Great Place to Work® Certification™
We are looking for a skilled Technical Support Specialist to join our team in Colombo. Working with our Customers and Partners, you will ensure customer satisfaction by addressing technical concerns and helping them maintain the functionality of Cin7 Core.
If you always STRIVE to be your best, you’re PASSIONATE, you love to INNOVATE and COLLABORATE, and you have a strong sense of INTEGRITY, you may be ready to put our company values into practice!
Does this sound interesting?
As a Technical Support Specialist, You Will
- Receive and respond to customer inquiries via various communication channels such as tickets, live chat, phone, and Zoom meetings. Provide prompt and accurate information, troubleshoot issues, and guide customers in using Cin7 Core effectively.
- Assist customers in diagnosing and resolving technical issues related to Cin7 Core. Use troubleshooting techniques to identify the root cause of the problem and provide appropriate solutions or escalate the issue to the relevant technical teams for further investigation.
- Develop a deep understanding of the Cin7 Core features, functionality, and configuration options. Help customers navigate through different modules, explain workflows, and provide guidance on using specific features or functionalities.
- Conduct system demonstrations for existing customers who require additional help. Highlight Cin7 Core’s key features, and address any questions or concerns raised during Zoom meetings with customers.
- Gather and document customer feedback, feature requests, and suggestions for improvement. Communicate customer insights to the appropriate internal teams, such as product development or quality assurance, to contribute to product enhancements and better align Cin7 Core with customer needs.
- Monitor customer support metrics and key performance indicators, such as response time, resolution time, customer satisfaction ratings, and ticket volumes. Generate reports and provide insights to management regarding the performance of the customer support team and areas for improvement.
- Ensure a high level of professionalism and empathy in all customer interactions. Prioritize customer needs, actively listen to their concerns, and provide exceptional customer service throughout the support process.
- Take ownership and collaborate with customers and partners to achieve SLAs and update them on the status of reported issues.
- Build customer and partner loyalty through superior technical and product knowledge, and increase Cin7 Core brand reputation.
Here's What You'll Bring With You
- 3+ years general professional experience & 2+ years functional experience.
- Previous experience working as an accountant or a banker having accountancy qualifications (CIMA/AAT/ACCA/ICASL) is a must.
- Worked on applications such as QBO, XERO, POS, or ERP solutions (SAP, SAGE, etc.).
- Outstanding command of the English language (spoken & written).
- Being tech-savvy would be a plus.
- Resourceful, customer-centric, quick-thinker, and empathetic should be some of the adjectives used to describe you.
- Continuous learning & being enthusiastic about learning new features and functionality that are released on a bi-weekly basis.
Why work for us?
- We are a fast growing business going through a huge amount of growth. You’ll have the opportunity to work on products that are used by our global customer-base and at the same time you’ll be growing your career and developing new skills. You’ll also be receiving:
- Work From Anywhere for 30 days in a six month period
- Celebrate your birthday with a paid day off
- A Global Cin7 Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
- Medical Insurance on successful completion of probation
- Recruitment referral bonus
- Work from home during 7:30 pm to 4:30 am shift
- Work for a Great Place to Work®
Why CIN7?
CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company.
At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.
We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.
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