Customer Support Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time $90,000 - $105,000

Job Summary

The Technical Support Representative, Tier 2 role plays a pivotal part in our organization's support structure.

We are seeking a skilled and dedicated individual to join our team as a Technical Support Representative, Tier 2. This position is an excellent opportunity for someone looking to develop their technical expertise and provide top-notch support to our customers.

About the Role

The Technical Support Representative, Tier 2 will be responsible for providing exceptional customer service via phone, email, and chat. They will work closely with internal stakeholders to resolve complex technical issues and ensure seamless customer experiences.

Key Responsibilities

  1. Provide world-class technical support to customers experiencing escalated technical issues.
  2. Maintain consistent ticket quality, achieving agreed-upon targets for monthly reviews.
  3. Support users of our products (administrators, instructors, teaching assistants, exam takers, and proctors) in resolving problems and ensuring optimal system performance.
  4. Become a Subject Matter Expert on all our assessment products and services.
  5. Attend stand-up meetings with support leadership teams to provide meaningful input from customers.
  6. Identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
  7. Share knowledge across the team through informal training and team meetings & stand-ups.
  8. Support the Quality and Knowledge team with the creation of training modules.
  9. Point of contact for shadowing new Tier 2 team members.
  10. Project work during quieter spells to improve team knowledge and processes.
  11. Prioritize escalated tickets to the Tier 3 team.
  12. Ensure efficient transfer of information between Tier 1 and support leadership teams.
  13. Work closely with our Integrations Team.
  14. Review top issues monthly for external education and ticket reduction.

Requirements

  • Strong technical skills and ability to learn quickly.
  • Excellent communication and problem-solving skills.
  • Able to work independently and as part of a team.
  • High level of responsibility and attention to detail.
  • Ability to prioritize tasks effectively.

What We Offer

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.

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