Customer Success and Technical Product Support Specialist
Colombo
IT /
Full Time /
Remote
Dijital Team is excited to hire a Customer Success and Technical Product Support Specialist for our Australia-based client. This is a full-time remote position, working Monday to Friday from 9:00 a.m. to 5:00 p.m. AEST.
This role is focused on ensuring customers have a positive experience with end to end, including product deployment, onboarding, and ongoing support. The specialist acts as the main point of contact for customers, guiding them through product trials, answering questions, and providing technical support—particularly for Power Platform configurations.
Duties and Responsibilities
- Serve as the primary point of contact for customers during product deployment, onboarding, and ongoing support.
- Build strong, long-term client relationships.
- Guide customers through trial license agreements and setup of product trials.
- Conduct scheduled check-ins with customers to ensure successful adoption and engagement.
- Respond to customer inquiries related to product usage (end-user perspective) and product extension/customization (developer perspective).
- Provide technical support and troubleshooting guidance for Power Platform configurations.
- Collect product feedback, enhancement requests, and feature suggestions from customers.
- Triage customer requests and determine when issues should be escalated to the product technical team or management.
- Collaborate closely with the product team to ensure customer insights are fed into product planning and improvement initiatives.
- Contribute and maintain our internal and external customer knowledge base: e.g. document internal processes, most common FAQs from customers, etc.
Required Experience/Skills
- 5+ years' experience in Customer Success/Support roles within technology sales.
- Experience or eagerness to learn about the product, Power Platform and Power Pages.
- Technical troubleshooting abilities and experience escalating issues appropriately.
- Customer-focused outcomes and a passion for technology.
- Someone that is Proactive mindset and passion for technology.
- Soft skills are the essentials: a strong communicator, proactiveness, drive strong customer long term relationships and nurture them.
- Customer focused outcomes/mindset
- Technical troubleshooting: be able to learn and triage issues/escalation to the appropriate teams/channels when required.
- Power Pages knowledge
- Power Platform knowledge
- Strong verbal and written communication skills and a collaborative mindset.
- Excellent customer service skills with a user-focused approach.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Technical troubleshooting: be able to triage issues.
- Passion for technology, problem-solving, and customer success.
- Interest in AI, automation, and how technology transforms work.
- Ability to work independently and as part of a team.
- Responsiveness to all customer inquiries within 24 hours.
- Customer engagement.
- Additional KPIs as defined by the reporting manager.
Experience:
Technical Skills/Essential:
Good to know:
Soft Skills:
Key Performance Indicators (KPIs):
By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
