Support Professional

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomer Full time ₱5,000 - ₱8,000
Job Overview

We are seeking a highly skilled and detail-oriented professional to fill the role of Customer Support Specialist.

Key Responsibilities:
  • Email & Ticket Support: Respond to customer inquiries in a timely and effective manner, ensuring resolutions within agreed service level agreements (SLAs).
  • Bug Handling: Identify, document, and track platform issues, collaborating with cross-functional teams to resolve issues efficiently.
  • Moderation: Ensure community safety and adherence to guidelines by actively moderating user-generated content.
  • Smoke Testing: Conduct thorough checks before each release or configuration push to guarantee system stability.
  • Troubleshooting/Impersonation: Reproduce issues, provide support to users, and close cases within defined SLAs.
  • Trackers: Maintain accurate logs of issues, fixes, and trends to inform future development.
  • Platform Configuration
  • Community Setup: Configure new communities/buildings for onboarding, targeting completion within 2 business days.
  • Content & Settings: Update content, conduct research, and support planning, requiring a turnaround of 24-48 hours.
  • Data Import: Upload/migrate resident/property/community data, aiming for a 48-72 hour turnaround.
  • Configuration Trackers: Log work and changes as they occur.
  • Business Support
  • MBR Support: Assist in drafting inputs for Monthly Business Review decks by the 1st of each month.
  • Presentation: Provide relevant data and insights at least 48 hours prior to presentation timelines.
  • Time & Capacity: Update weekly time tracking to support capacity planning.
  • Cross-Functional Help: Offer assistance with adjacent support/config tasks as needed within 1 business day.

The ideal candidate will possess 1-3+ years of experience in customer support, operations, or success, coupled with excellent written English skills and a calm, empathetic problem-solving approach. Bonus points for community moderation, data imports/CSV hygiene, or light configuration work experience.

This role involves working in a remote environment with regular working hours and a team-shared workload with defined SLAs.

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