A Technical Support Specialist interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services.
GENERAL RESPONSIBILITIES :
Provide inbound customer support via phone, email and live chat to ensure questions are resolved promptly and thoroughly
Help troubleshoot more complex client inquiries and triage to North American team when necessary
Think critically about the product to provide and log feature requests and product ideas to Engineering Team.
Replicate bugs or issues with platform and report to Technical Support Team
Assist with data entry and manipulation via Excel, Word and PDF.
Complete administrative tasks to ensure efficiency of the company around the clock.
Review client applications and provide suggestions and feedback via email.
Act as main point of contact with North American team to ensure smooth communication between Manila, Toronto and Berlin teams
There is the opportunity to learn and be involved at every point of the company while helping and building relationships with a wide range of clients across the world
Candidate must possess at least a Bachelor’s / College Degree
At least 3+ years of work experience in the software industry
Experiencing managing a small team or in a leadership role is an asset
Proficiency in using Microsoft Office applications
Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
Demonstrate commitment in upholding core values and behavioral standards
Excellent customer service, problem solving and analytical skills
Ability to be flexible, adaptable and work in fast-paced environment
Strong command of the English language, both oral and written
Must be willing to work in Bonifacio Global City, Taguig City in the Night Shift
What we hope you will bring to the team (Applicable to all roles) :
An empathetic desire to help. For you, a question isn’t just a case to close but an opportunity to understand someone’s story and make their day better.
Superb communication skills : You understand that effective communication is about more than what you say, it’s about taking time to listen and understand.
You would consider yourself technical and have an understanding of mobile phone troubleshooting, Excel etc.
You are process driven but also know how to troubleshoot and solve complex issues on the go.
We are looking for a team that is passionate about delighting our customers.