Technical Support Specialist (Night Shift)
Diversify Offshore Staffing Solutions
Taguig, Metro Manila, Philippines
5d ago
source : Kalibrr, Inc.

POSITION OVERVIEW

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
  • Minimum Qualifications

  • 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.
  • Apply
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