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Product Support Specialist
3 months ago
We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.
Work Location: Permanent WFH
Shift: 4:30am - 1:30pm PHT, Mon-Fri
Job Description:
Provide support for the client's developed products by answering calls, attending to emails and support tickets in our helpdesk system. Understand technical issues of a customer and capturing this as a support ticket. Effectively diagnosing issues and identifying troubleshooting steps or options to provide a customer with a pragmatic solution or process to follow. Communicate with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages. Create technical and end-user focused documentation, audio and video content to educate and prevent helpdesk tickets from being logged by end users. You will act as the voice of the customer for the client's Technology's SaaS products, advocating the success and future features of our product suite. Daily tasks:Answering calls, attending to emails & tickets in our helpdesk system.Understanding technical issues of a customer and capturing this as a ticket.Asking probing questions / confirming to ensure issue validation.Effectively diagnose issue and identify troubleshooting steps or options. Provide a customer with a pragmatic solution or process to follow.Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. Create Technical & End-User Focused written documentation, audio and video content to educate and prevent helpdesk tickets from being logged by end users. Perform Quality Assurance (QA) testing for the client's Software Development team as required. Your QualificationMust have:
A passion for IT and a proven history of solving people's computer problems Ability to troubleshoot web applications and understand tools used for debugging and replaying issues Fantastic written and verbal communication skills with the ability to translate technical solutions into plain English and back againBe self-motivated and able to keep up with a fast-moving work environmentProven experience in delivering great customer service Experience writing technical documentation and processes which are user friendly and have the end customer in mind. This is where you get to use your creative flair Have a first-rate degree (all disciplines considered) Be working towards other relevant industry certifications Job Offer21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)HMO coverage for employee +1 FREE dependent on the first day of employment+1 additional FREE dependent per successful year of tenure (up to five (5) years)Tenure Incentive Program*FREE daily mealReferral Bonus of up to Php20,000.00*ALL government mandated benefits*Terms and conditions apply
