Senior Technical Support Specialist

16 hours ago

Batangas, Calabarzon, Philippines beBeeSupport Full time $8,000 - $11,000
Technical Support Role Overview

This position focuses on delivering high-quality support experiences to clients, fostering strong relationships, and ensuring seamless issue resolution.

  • Customer Engagement: Respond promptly to customer inquiries, addressing their concerns, and providing tailored solutions.
  • Knowledge Sharing: Maintain detailed records of interactions and share insights with the team to enhance collective growth and improve client outcomes.
  • Continuous Learning: Stay informed on product updates, industry trends, and best practices, utilizing this knowledge to improve the client experience.
  • Team Collaboration: Contribute to cross-functional teams, such as product development, sales, and technical support, to ensure cohesive client experiences.
Key Responsibilities:
  • Customer Support: Provide timely and effective solutions to customer inquiries, troubleshooting issues, and ensuring swift resolution of concerns.
  • Client Education: Offer ongoing training and guidance on product features, updates, and best practices to help clients maximize the value of our platform.
  • Issue Escalation: Identify and escalate complex issues to senior members of the customer success or technical teams, ensuring efficient problem resolution.
  • Product Feedback: Gather and communicate client feedback to the product development team to support continuous improvement and innovation.
  • Skill Development: Engage in regular professional development to enhance skills and understanding of the product, enabling deeper insights and more advanced solutions for clients.
  • Documentation and Knowledge Sharing: Maintain accurate records of customer interactions and share knowledge with the team to foster collective growth and improve client outcomes.
Requirements:
  • At least 3 years of experience in a customer-facing role within a software-as-a-service environment.
  • Proven ability to troubleshoot and resolve issues with a customer-centric approach.
  • Exceptional written and verbal communication skills, with the capacity to simplify complex topics and adapt communication styles to diverse audiences.
  • Experience working across teams, such as product development, sales, and technical support, to ensure seamless client experiences.
Preferred Skills and Expertise:
  • Experience with RMS Cloud PMS or other property management systems is beneficial.
About Us:

Our organization values diversity, talent, and inclusivity. We provide a culture that celebrates individuality and fosters an environment where everyone can thrive. Join us in embracing your unique authentic self and contributing to our collective success.

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