Support Professional

2 days ago

Calamba, Calabarzon, Philippines beBeeCustomerSupport Full time $40,000 - $60,000
Support Specialist Job Description

Become a Support Specialist and play a crucial role in helping our customers use and troubleshoot our software products.

Key Responsibilities:
  • Provide support to customers via phone, email, and chat, using knowledge of our products, browser behavior, and basic internet tools to troubleshoot and resolve issues.
  • Communicate clearly and proactively with customers and teammates to share updates, manage expectations, and ask questions early.
  • Collaborate with Support team members through proper channels to respond to customer questions and concerns.
  • Act as a liaison between customers and our Research and Development team.
  • Represent us with professionalism and empathy in every interaction.
Information Management and Problem Solving:
  • Record, track, and update customer requests through resolution.
  • Help maintain and improve our knowledge base by updating and creating helpful articles.
  • Share customer feedback to support product improvements and future enhancements.
  • Meet or exceed performance goals for case volume, turnaround time, and customer satisfaction.
  • Build multitasking skills to manage multiple requests and ensure timely follow-up.
Teamwork and Growth:
  • Our team offers clear, structured career paths—so you'll always know how to grow and what it takes to get there.
  • Become a subject matter expert on at least one of our products and help train new team members.
  • Take part in team activities and training to learn and feel included.
  • Set and work toward goals for yourself, your team, and the company.
  • Thank and recognize coworkers when they help or do great work.
  • Be ready to help with other tasks when asked, even if they're not part of your usual job.
What We Are Looking For:
  • A Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent experience in a related role.
  • Strong written and verbal communication skills; able to explain technical ideas to non-technical people.
  • A positive attitude and focus on providing great customer service.
  • Good problem-solving and analytical thinking skills.
  • Ability to manage time well and work with others to reach team goals.
  • Flexibility and openness to change in a fast-moving environment.
  • Interest in learning and growing your business and technical skills.
  • Respect for others and commitment to a positive, ethical workplace.
  • Knowledge of group insurance, health benefits, or property and casualty/risk management is helpful.
  • Able to sit and type for extended periods and resolve issues by phone, chat, and email.

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