Technical Services Expert

15 hours ago

Manila, National Capital Region, Philippines beBeeTechnical Full time ₱60,000 - ₱75,000

About Nulogy

Nulogy is a technology company with a vision of greater collaboration and agility within the supply chain. Its software platform enables Consumer Packaged Goods (CPG) companies and their contracted network of manufacturers and packagers to reduce waste, costs, and better serve their customers.

Job Overview

As a Global Support Representative, you will provide an exceptional customer experience while answering complex technical support questions from customers across the globe. You will be an expert on all services, able to assist with the most challenging inquiries. This position will focus on providing services during EMEA time zones.

Key Responsibilities

  • Support customers by email and phone with their inquiries on a day-to-day basis
  • Manage customer expectations appropriately and always follow up on promises and time commitments
  • Accurately log all customer communications in our support ticket tracking tool
  • Understand customer business processes and software system processes and their relationships
  • Complete regular tasks for customers such as report creation
  • Ensure reported defects are thoroughly tested, replicated and documented
  • Work closely with our development support team to ensure incidents are resolved timely and within SLA's
  • Update internal and customer facing knowledge base with new support articles, videos and training material
  • Able to occasionally travel and visit customers

About You

  • You must understand the concept of providing an excellent customer experience
  • You must be eager to build a strong rapport with customers and their employees
  • You must be friendly, empathetic, patient and personable even under stressful circumstances
  • You must have outstanding written and verbal communication skills
  • You can exercise the "Three T's" (Thinking, Talking, Typing)
  • You show a strong ability to solve problems creatively, and systematically
  • You demonstrate great attention to detail, and are an organized thinker
  • You have strong technical, software, internet experience
  • You are available for rotational on-call After Hours Support
  • You have 3+ years of customer/technical service experience

Nice to Have

  • You know relational databases, SQL, Microsoft Excel
  • You have experience in supply-chain, EDI, logistics, manufacturing or packaging
  • You are multilingual (Spanish, French, Mandarin)

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