Customer Success Specialist (accounting knowledge preferred)

About our client:

Founded in 2014, our client is a Software Development and Consulting Services company based in Malaysia. They are the creator of CoreMatter, the Cloud based, legal practice management and accounting system, focusing primarily on legal firms of all sizes.  They are now serving hundreds of firms in 11 countries, namely Malaysia, Singapore, Philippines and more.

Responsibilities: 

• Customer support for all clients
• Conduct training classes for clients for CoreMatter and other supporting legal software
• Perform testing for all CoreMatter Legal Practice Management system
• Documentation updates for CoreMatter Legal Practice Management system.
• Work with CoreMatter development team in feedback, bug fixes, new module rollouts, and new module functional development wherever applicable.

Operational:

• Systems
  • Management CoreMatter HELP module
  • Responding to and managing all incoming support questions on ZohoDesk
  • Actively responding or getting assistance in supporting all Client’s WhatsApp/Telegram support groups
  • Capture all related client feedback and software bugs on CoreMatter for system enhancement purposes on Redmine
• Training
  • Conduct training as needed, either in person or virtual
  • Develop and update all training materials progressively on all mediums of instruction.
• Testing
  • Create, maintain, and update test scripts
  • Keep up to date documentation on all testing procedures
• Others
  • May require travelling

Requirements:

• Good English writing and speaking skills
• Experience in customer support
• Pleasant and patient character
• Having accounting knowledge will be advantageous
• Having some technical understanding of software
• Having experience working in a legal firm environment or legal industry selling or support experience will be an added advantage.

Please note that only shortlisted candidates will be contacted.

For more information, you may reach out to Cheryl Soh via email (cheryl.soh@peoplelake.asia) or WhatsApp (+6018-772 3437)