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Technical Support Specialist

3 months ago

Metro Manila, Philippines Exypnox Inc Full time

Technical Support Specialist – Application Specialist

 

 

Exypnox is the local partner of Boostlingo, a mission-driven, fast-growing language technology company focused on defining and developing the next generation of interpretation technology solutions. Being at the forefront of this ground-breaking technology enables us to connect people across the globe and break down communication barriers.

 

As a Application Support Specialist you will play an important role in supporting our mission by troubleshooting and reproducing issues, using what you find to inform solutions, and communicating effectively both externally and internally each step of the way. You will also work across the Boostlingo platform helping to triage isssues customers are facing.

 

What we offer

· Highly competitive pay

· Career growth and advancement

· Hybrid work - mostly remote

· Company sponsored office meals

· Fun work environment and great company culture

· Mid shifts available

 

Work schedule

· Saturday to Wednesday -  1pm to 10pm

 

As an ideal candidate you find joy in jumping into a technical issue and seeking creative solutions. You are comfortable in both a technical environment and in direct conversation (email, chat, and phone) with customers. You are eager to learn (there is a lot to learn) and ready to share your unique set of experiences to help our team and company grow

 

 

Responsibilities

· Reproduce customer issues and experiences testing for different outcomes

· Work an inbound email support queue (Zendesk)

· Create new responses.

· Modify existing ‘canned’ responses.

· Triage between other departments based on business rules and client’s needs

· Synchronous support through phone, chat, and/or video platform

· Liaise between sales, customer success, language access (you’ll learn what that

· means) and customers to address concerns and advocate on behalf of the client.

· Troubleshoot various hardware and software setups

· Seek understanding and share what you learn with other members of the team and

· company

· Answer inbound calls from individuals seeking interpretation services, ask, and

· document a few questions.

· Ensure planning and execution of customer events

· Customer onboarding and training as we transfer knowledge to our customers

 

Qualifications

· 4+ years' of technical support experience

· 4+ years of SaaS solutions experience

· Positive, solutions-oriented mindset

· Demonstrated ability to solve complex problems and critical thinking skills

· Customer service oriented

· Strong written and verbal communication skills

· Strong troubleshooting skills.

 

Bonus Points

· Knowledge or familiarity of industry protocols and streaming standards, such as

· DANTE, WebRTC, RTMP, etc…

· Experience with AV engineering and production

· Language skills are greatly valued. Fluency in other world languages could always

· be helpful as our global customer base is always expanding and diversifying