SaaS Technical Support Representative

2 days ago

Antipolo City, Calabarzon, Philippines beBeeCustomerSupport Full time $60,000 - $80,000
Customer Support Specialist

We are seeking an experienced Customer Support Specialist to join our team. As a key member of our Global Customer Support department, you will play a pivotal role as an internal support escalation subject matter expert.

Your primary responsibility will be to provide technical support services to our customers, resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

You will work closely with customers to gather detailed information about their issues, assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).

The ideal candidate will have a strong background in technical support, with experience in troubleshooting and diagnosing data flow issues from remote sites into the Power Factors Cloud.

In addition to providing exceptional customer service, you will also be responsible for maintaining accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required.

Key Responsibilities:
  • Receive, triage, and prioritize incoming technical support calls from customers.
  • Assess and prioritize cases based on urgency, impact, and customer SLA.
  • Gather detailed information from customers to accurately identify and document issues.
  • Troubleshoot and diagnose data flow issues from remote sites into the cloud.
  • Maintain accurate records of support requests.
Requirements:
  • Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
  • Minimum of 3 years of experience in a technical support role.
  • Knowledge of CRM/Ticketing system and workflows.
About the Role:

This is an exciting opportunity for an experienced customer support specialist to join our team and contribute to the success of our organization. If you are passionate about delivering exceptional customer service and have a strong background in technical support, we encourage you to apply.

What You Will Need To Be Successful:

To succeed in this role, you will need to have excellent communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment. A strong understanding of technical concepts, such as data flows and network communications, is also essential.

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