Help Desk Solutions Expert

2 weeks ago

Porac, Philippines beBeeTechnical Full time ₱4,590,000 - ₱6,660,000
Job Description:

The Technical Support Specialist is a crucial member of the support team responsible for delivering exceptional customer and teammate solutions. This role reports directly to a Technical Team Lead.

Key responsibilities include:

  • Providing timely and effective resolutions to customer inquiries through live chat, phone support, email, video calls, recordings, and help desk software.
  • Analyzing and diagnosing complex problems with the Kajabi platform.
  • Collaborating with cross-functional teams for advanced issue resolution.
  • Contributing to the development and maintenance of internal resources and customer-facing materials.
Requirements:

To excel in this role, candidates must possess:

  • At least 2 years of SaaS troubleshooting experience in a fast-paced technical support capacity.
  • Ability to rapidly learn and achieve mastery of web-based software.
  • Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
  • Strong analytical and investigative ability with a desire to go beyond surface-level understanding of issues brought to attention.
  • Fast typing speed and accuracy
  • Proficiency in Mac & Windows operating systems
  • Understanding of how to connect and troubleshoot custom domains.
Preferred Qualifications:
  • Bachelor's Degree in MIS, Computer Science, or related field or equivalent experience.
  • Previous experience mentoring/training staff.
  • Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and desire to continue advancing this knowledge.
  • Previous experience with CRM software and managing contact lists.
  • Advanced understanding of DNS, CNAME, and SSL.
  • Advanced understanding of email deliverability and factors impacting it.
  • Previous experience with customer support platforms like Zendesk or other support portal tools.
  • Knowledge of API & Integrations.
Benefits Package:
  • HMO Paid 100% by Employer
  • Mental healthcare coverage
  • Company-issued device
  • Team appreciation fund
Additional Information:

The T2 Tech Support Specialist will meet weekly with the Technical Team Lead to discuss role performance, identify improvement areas, seek guidance, and address concerns. These meetings aim to align on expectations and explore ways the leadership team can provide support.

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