Customer Support Specialist

4 weeks ago

Taguig, Philippines Career Connect Full time

As a Customer Support Specialist, you will go beyond answering tickets—you’ll be a trusted partner to our customers. By solving problems quickly and with empathy, you’ll build lasting relationships and ensure customers gain maximum value from our platform. This is a high-impact role where your contributions directly drive customer satisfaction, retention, and long-term success.

Key Responsibilities Customer Support & Issue Resolution
  • Serve as the primary point of contact for customer support via email, phone, and chat.
  • Troubleshoot technical and product issues, guiding users through features with clarity and confidence.
  • Escalate product feedback, bugs, and blockers to the appropriate internal teams promptly.
  • Deliver fast, accurate, and empathetic support to resolve customer concerns.
  • Perform the foregoing responsibilities in the company's affiliates or partner companies pursuant to assignment, secondment, or transfer as deemed necessary by management with adequate notice.
Documentation & Process Improvement
  • Maintain and update customer-facing documentation and internal support knowledge bases.
  • Identify and contribute to improving support processes and tools for efficiency and scalability.
  • Collaborate with cross-functional teams to enhance the overall customer experience.
Customer Training & Empowerment
  • Deliver training sessions, onboarding, and product demos to empower users.
  • Educate customers on best practices for maximizing product value.
  • Support customers in building confidence with features through proactive guidance and hands-on education.
Other
  • Take ownership of special projects and ad-hoc assignments as required.
Requirements
  • 2+ years proven experience in SaaS or B2B customer support.
  • Strong communication and problem-solving skills, with the ability to explain technical issues clearly to non-technical users.
  • Comfortable working with complex platforms and support systems.
  • Proficiency with tools such as Zendesk, HubSpot, Jira, and other collaboration platforms.
  • Ability to handle confidential information with discretion.
  • Strong interpersonal and consultative skills for building trusted relationships.
  • Excellent organizational, multi-tasking, and detail-oriented approach.
  • Proactive mindset with the ability to anticipate problems and resolve them before escalation.
  • Ability to work under pressure while remaining calm and solution-oriented.
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