Technical Support Expert

4 days ago

San Fernando, Central Luzon, Philippines beBeeCustomer Full time ₱45,000 - ₱60,000

About the Role

This position is primarily responsible for providing hands-on technical support, feature explanation, and best practice guidance. The Technical Support Advocate's environment focuses on supporting customers, partners, and colleagues in a fast-paced setting.

A successful Technical Support Advocate maintains efficiency, professionalism, and understanding of our services and team needs to deliver top client satisfaction.

Key Responsibilities Include:

  • Providing technical support via phone, email, and chat
  • Responding promptly to inquiries in line with SLAs
  • Diagnosing and resolving technical issues efficiently
  • Escalating complex issues appropriately
  • Staying updated with evolving technologies and process changes
  • Participating in training to enhance skills
  • Sharing knowledge with the team and assisting in onboarding new members
  • Deeply understanding our products and services
  • Ensuring customer satisfaction through prompt responses
  • Supporting and collaborating with team members

Requirements and Qualifications:

  • At least 3 years of technical support experience, supporting customers via email and chat
  • Basic knowledge of web and mobile applications
  • Experience with SaaS products
  • A passion for creating exceptional customer experiences
  • Ability to thrive in a dynamic environment
  • Metrics-driven with high-volume interaction handling skills
  • Strong conflict resolution and communication skills
  • Creative problem-solving abilities
  • Good judgment and empathy
  • Proactive with minimal supervision

Bonus Requirements:

  • Support team initiatives and projects
  • Identify opportunities for contribution and growth
  • Gather and share customer insights for continuous improvement
  • Experience working remotely with little supervision
  • Knowledge of SQL and databases
  • Experience with log-monitoring tools like Datadog
  • Proficiency in English (written and spoken)

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