Customer Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines DevSoft Full time

Responsibilities:

  • Provide excellent, professional, and friendly support consistently via telephone, electronic help desk, chat, walk-in, and other media.
  • Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified issues.
  • System monitoring and response.
  • Compile reports on overall customer satisfaction.
  • Utilize computer technology to handle high clients' concerns on any media.
  • In-depth understanding of the core business of the Company.
  • Efficiently handle the resolution of customer issues in minimal time.
  • Handle any financial concerns with clients' services.
  • Maintain the customer incident tracking system (Zendesk) with regular updates and resolution details. Information to include causes, resolutions, actions, and all relevant data.
  • Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
  • To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  • To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
  • Participate in a shift and roster to provide support coverage outside of standard business hours as necessary.
  • Perform other related support duties, as required by the company.
  • Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.

Requirements:

  • Strong technical skills and well versed in all common computer problems including e-mail client set-up, wireless networks, viruses, slow performance, and other errors.
  • Has an understanding of shared, VPS, co-location, and dedicated server hosting.
  • Has a firm understanding of open source software such as WordPress, Drupal, Joomla, etc.
  • Has knowledge of SSL services.
  • Familiar with Payment Gateways (e.g. Paypal and Dragonpay)
  • Willing to learn new skills and flexible enough to adapt to a dynamic working environment.
  • Highly motivated and able to work independently.
  • Can multitask without sacrificing the integrity of work.
  • Take ownership of problems and follow through to resolution.
  • Has the ability to quickly and efficiently handle web hosting-related issues such as DNS, FTP, PHP-based errors, etc.

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