Help Desk Specialist

1 week ago

Taguig, National Capital Region, Philippines beBeeSupportSpecialist Full time ₱600,000 - ₱1,200,000
Job Overview

We are seeking a skilled and empathetic support specialist to join our team. The ideal candidate will have excellent written English skills, calm problem-solving abilities, and experience working with ticketing tools and issue trackers.

Key Responsibilities:
  • Email Support: Respond to inquiries within 4 business hours and resolve issues within 1–2 days using a friendly and informative tone.
  • Bug Handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Maintain community safety and adhere to guidelines, responding within a 2-hour window.
  • Smoke Testing: Conduct checks before each release or configuration push.
  • Troubleshooting/Impersonation: Assist users, reproduce issues, and close cases within agreed SLAs.
  • Trackers: Maintain daily logs of issues, fixes, and trends.
Platform Configuration
  • Community Setup: Configure new communities for onboarding within 2 business days.
  • Content & Settings: Update content, conduct light research, and support planning with a 24–48 hour turnaround.
  • Data Import: Upload/migrate resident/property/community data within 48–72 hours.
  • Configuration Trackers: Log work and changes as they occur.
Business Support
  • Monthly Business Review: Draft inputs for the Monthly Business Review deck by the first of each month.
  • Presentation: Provide data and insights at least 48 hours before presentation timelines.
  • Time & Capacity: Update weekly time tracking to support capacity planning.
  • Cross-Functional Support: Assist adjacent support/config tasks as needed within one business day.
Success Metrics (SLAs & Quality Bars)
  • Email Acknowledgment: ≤ 4 business hours; typical resolution 1–2 days.
  • Moderation Responses: Real-time to 2 hours.
  • Bug Reporting: Within 24 hours; track to closure.
  • Community Setup: ≤ 2 business days.
  • Content/Settings Updates: 24–48 hours.
  • Data Imports: 48–72 hours.
  • MBR Draft Inputs: By the first of each month.
  • Trackers: Updated daily/weekly as specified.
Requirements
  • 1–3+ years in customer support, operations, or success (tech/SaaS or community/property platforms a plus).
  • Excellent written English; calm, empathetic problem-solving and clear documentation.
  • Comfort with ticketing tools and issue trackers (e.g., helpdesk/Jira-style), and Google Workspace/Excel.
  • Basic QA/UAT mindset; able to follow checklists and SLAs precisely.
  • Bonus: Experience with community moderation, data imports/CSV hygiene, or light configuration work.
  • Remote, PH-based, collaborative, and process-driven.
  • Team-shared workload with defined SLAs; regular working hours.

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