Technical Support Professional

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeTechnical Full time $500 - $550

Job Description:

We are seeking a highly motivated and customer-focused professional to join our team. As a key player in our customer support team, you will have the opportunity to engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise.

Key Responsibilities:

  • Receive, prioritize, and manage customer support inquiries via multiple channels such as chat, phone, and email.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Understand the product well so that you can provide accurate, timely, and friendly responses to clients contacting us.
  • Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
  • Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
  • Evaluate our current customer support system and work with your team to strategically improve the process to better serve our customers.
  • Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
  • Provide input on improving documentation and support processes.
  • Gather customer feedback and insights to identify areas for improvement in our products and services.
  • Collaborate with cross-functional teams to implement improvements based on customer input.

Effectiveness in this role will be measured by key performance indicators such as:

  1. Customer satisfaction ratings, including CSAT and NPS
  2. Average time to resolve customer issues
  3. Average number of issues resolved

Required Skills and Qualifications:

  • 3+ years of experience in a technical support or similar role
  • High school diploma or equivalent; bachelor's degree preferred
  • A heart for customers, empathy, and a go-getter attitude to help them resolve their issues
  • Proficiency in English with excellent verbal and written communication skills
  • Basic grammar skills and average typing 40-60 WPM
  • Strong problem-solving and conflict resolution skills
  • Proficient in using customer service software and databases
  • Passion for designing and enhancing systems and organizing
  • Proficiency in managing and interpreting data
  • A stable, high-speed internet connection with a reliable backup
  • Ability and availability to work during US working hours - Eastern Time
  • Ability to multitask and prioritize tasks effectively
  • Ability to collaborate with other team members and departments
  • Attention to detail and strong organizational skills
  • A positive demeanor - we work hard, but need to have fun
  • Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?

Why Work For Us:

  • The chance to get in on the 'ground floor' of a tech company with startup energy
  • The ability to make a difference from day one
  • The power to make a positive difference in fitness, children's education, and other membership-based industries doing admirable work

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