Technical Customer Support Specialist

1 week ago

Cebu City, Central Visayas, Philippines Smartsourcing Full time

Hi We're Smartsourcing, looking for a Technical Customer Support Specialist who can work with us full-time and on-site

Where? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Cebu

As a Technical Customer Support Specialist, you will play a critical role in providing first-class technical support to our client's customers, ensuring their satisfaction with their SaaS products and services, and fostering long-term relationships. You will be responsible for troubleshooting and resolving highly complex technical issues, providing comprehensive training to customers and ensuring their requests are resolved. You will also be a key decision maker in whether or not a request needs to be escalated, however, with your expertise and dedication, a Level 3 role should be able to handle 90% of all requests that come their way

Some of the things we expect you to do are to:

  1. Troubleshooting and resolving complex technical issues: Level 3 Support are responsible for resolving all of the customer requests that cannot be resolved by Level 1 or Level 2 support.
  2. Escalating issues to the appropriate team: If our Level 3 Support is unable to resolve an issue, they should be able to escalate it to the appropriate team - This could mean liaising with senior stakeholders in our Product, Engineering or Customer Success Teams.
  3. Documenting and reporting on technical issues: You will be responsible for documenting and reporting everything you manage, from creating detailed incident reports to keeping track of issue trends.
  4. Training and mentoring other support staff: Over time, this role may be responsible for training and mentoring other support staff, which could include providing guidance on troubleshooting techniques, product knowledge, and exceptional customer service.

We would need you to be or have the following:

  1. Basic understanding of Python or related scripting languages; ability to read code and perform basic debugging.
  2. Ability to troubleshoot client-facing browser problems.
  3. Ability to analyse log files to identify basic system, network, and application errors.
  4. Working database knowledge and familiarity with CRM tools.
  5. Familiarity with operating systems (Windows, MacOS, and Linux).
  6. Investigate network connectivity issues and basic firewall concepts.
  7. Understanding of Single Sign-On (SSO) and ability to troubleshoot SSO authentication.
  8. Knowledge of access management concepts including authentication, authorisation, and encryption.
  9. Excellent problem-solving skills - You will be able to think critically and solve problems effectively through quickly identifying the root cause of a problem and developing a solution that will fix it - FAST
  10. Excellent communication skills - The ability to communicate effectively with both technical and non-technical users, explaining complex issues in a way that is easy to understand to everyone.
  11. Excellent customer service skills - Above all, being patient, understanding, and at all times helpful. The ability to interact with customers in a professional, empathetic, and solution-oriented manner. We are talking clear and concise communication, active listening, and the ability to build rapport with customers from diverse backgrounds.

Be a part of the Smartsourcing crew

Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.

Here's why we think you'd love working at Smartsourcing…

At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.

We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why it is so vital for us that you have a healthy work-life balance.

Some of our company perks include:

  • Above-industry salary package.
  • Day Shift.
  • Fixed weekends off.
  • HMO coverage for you and your dependent/s after one (1) month.
  • Free lunch every day.
  • Free coffee every day (latte, americano, or cappuccino) made by our in-house barista.
  • Sports wellness clubs including free-diving.
  • Subsidized gym membership at Anytime Fitness.
  • Travel opportunities to Australia.
  • Exclusive discounts in selected restaurants and merchants.
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