Technical Chat Support Analyst

6 days ago

Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. Full time

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Key Responsibilities

Customer Support & Issue Handling
  1. Provide real-time assistance to customers primarily through chat in a fast-paced environment.
  2. Handle multiple chat interactions simultaneously, ensuring quick response times and efficient resolutions.
  3. Guide users on common queries, including signup, billing, onboarding, and platform navigation.
  4. Assist users in selecting the best services based on their needs and estimating basic costs for instances.
  5. Escalate technical issues appropriately within the support team while ensuring clear communication with customers regarding resolution timelines.
  6. Maintain a high standard of customer experience, working towards a CSAT score of 98% or higher.
Technical Knowledge & Escalation Management
  1. Understand the basics of AI inference, serverless cloud computing, user management, and access management to address common customer concerns.
  2. Identify and escalate more complex technical issues to Level 2 support and engineering teams in a structured and timely manner.
  3. Follow established escalation cycles and troubleshooting workflows to ensure smooth issue resolution.
Documentation & Knowledge Sharing
  1. Maintain accurate logs of customer interactions, escalations, and resolutions in CRM tools such as Zendesk and Discord.
  2. Contribute to and update internal knowledge bases and FAQs to improve efficiency in handling common support queries.
  3. Simplify technical concepts for non-technical users to help them understand platform functionality and best practices.
Platform & Tool Proficiency
  1. Use diagnostic tools and internal dashboards to track system performance and assist customers with basic troubleshooting.
  2. Proficiently navigate and use internal CRM, ticketing, and support tools to log and manage customer interactions.
  3. Understand the core features and functions of the platform to guide users through their journey from signup to deployment.

Nice-to-Have

  1. Previous experience in a fast-paced startup environment.

Requirements:

  1. 1+ year of experience in a customer support or technical support role, preferably in a SaaS, cloud, or AI-related company.
  2. Basic understanding of ssh, linux, sql scripting.
  3. Ability to multitask efficiently, handling multiple chat conversations at a time.
  4. Strong communication skills with the ability to explain technical concepts in a simplified manner.
  5. Strong understanding of how Docker works and how to deploy applications on docker.
  6. Basic understanding of cloud computing, AI inference, and serverless technologies.
  7. Familiarity with user management, access management, billing, and platform onboarding.
  8. Experience using CRM and support tools for issue tracking and escalation.
  9. Willingness to work in rotational shifts to provide 24/7 support coverage.
  10. Strong problem-solving skills with a proactive approach to issue resolution.

Work set-up: Home-based (equipment provided)

Work schedule: This position requires weekend availability, specifically working on Saturdays and Sundays. There will be shift rotations to cover the other team member's unavailability.

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