Technical Support Specialist

4 weeks ago

Quezon City, Philippines Penbrothers Full time

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

Overview

As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions.

Responsibilities
  • Provide advanced technical support to customers via email, phone, or chat channels.
  • Troubleshoot and resolve escalated technical issues related to our software products.
  • Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions.
  • Collaborate with Tier 1 support team members to escalate and prioritize issues as needed.
  • Document support interactions, solutions, and troubleshooting steps in our CRM system.
  • Communicate effectively with customers to ensure a positive support experience and customer satisfaction.
  • Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement.
  • Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support.
What You Bring
  • Bachelor's degree in Computer Science or related field.
  • Minimum of 1-2 years of experience as Tier 2 or L2 Technical Support for software or applications.
  • Excellent problem-solving and analytical abilities.
  • Ability to work independently and collaboratively.
  • Strong communication and interpersonal skills.
  • Willingness and ability to work on night shift following US business hours.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Specialty Trade Contractors
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