Technical Support Specialist

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time ₱3,500,000 - ₱5,000,000

Job Title: Technical Support Expert

General Summary:

The Technical Support Expert is responsible for providing high-quality support to partners, assisting them in diagnosing and resolving product issues or questions. This role works closely with cross-functional teams to troubleshoot, resolve, and document issues, ensuring a positive experience for partners using ConnectWise products.

Essential Duties and Responsibilities:
  • Provides detailed support to partners with a high level of attentiveness
  • Researches, analyzes, and documents findings to ensure accurate resolution
  • Influences team members through the explanation of facts, policies, and practices
  • Interacts with partners via various communication channels, including email, phone, chat, cases, and remote sessions
  • Maintains a comprehensive knowledge base of products and services, providing excellent support during each interaction
  • Discusses partners' operational challenges and evaluates business data to identify areas of opportunity for improving business strategies
  • Provides guidance and performs regular queue reviews for junior team members
  • Identifies and escalates trending issues and potential software defects to leadership and development teams
  • Serves as an escalation point for complex issues
  • Contributes to written articles for internal and external knowledge bases
  • Identifies and escalates situations requiring urgent attention to relevant teams
  • Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
  • Manages a queue of resolving support cases
  • Applies best practices per technical documentation and provides solutions based on diagnosis of the problem
Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work independently on projects and processes with general supervision
  • Practical knowledge of applicable work area
  • Ability to situationally adapt and understand new technology/processes as per partner requirement
  • Strong desire to help partners and peers
  • Excellent written and verbal communication skills
  • Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
  • Organized and strong attention to detail
  • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Educational/Vocational/Previous Experience Recommendations:
  • Bachelor's degree in a related field or equivalent business experience
  • 2+ years of relevant experience
  • Preferred: 1+ years of experience working in a technical service-oriented position
Working Conditions:
  • 0-10% travel may be required

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