Technical Customer Service Representative

2 days ago

Las Piñas, National Capital Region, Philippines beBeeCustomerSupport Full time ₱50,000 - ₱55,000
Technical Support Specialist

We are looking for a skilled professional to fill this key role. As the primary point of contact for customers, you will engage with them, address their inquiries, and provide solutions with expertise and enthusiasm.

Key Responsibilities:
  • Receive, prioritize, and manage customer support inquiries via multiple channels such as chat, phone, and email.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Understand the product well so that you can provide accurate, timely, and friendly responses to clients contacting us.
  • Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
  • Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
  • Evaluate our current customer support system and work with your team to strategically improve the process to better serve our customers.
  • Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
  • Provide input on improving documentation and support processes.
  • Gather customer feedback and insights to identify areas for improvement in our products and services.

Effectiveness in this role will be measured by key performance indicators such as:

  1. Customer satisfaction ratings, including CSAT and NPS
  2. Average time to resolve customer issues
  3. Average number of issues resolved
Requirements:
  • 3+ years of experience in a technical support or similar role
  • High school diploma or equivalent; bachelor's degree preferred
  • A heart for customers, empathy, and a go-getter attitude to help them resolve their issues
  • Proficiency in English with excellent verbal and written communication skills
  • Basic grammar skills and average typing 40 - 60 WPM
  • Strong problem-solving and conflict resolution skills
  • Proficient in using customer service software and databases
  • Passion for designing and enhancing systems and organizing
  • Proficiency in managing and interpreting data
  • A stable, high-speed internet connection with a reliable backup
  • Ability and availability to work during US working hours - Eastern Time
  • Ability to multitask and prioritize tasks effectively
  • Ability to collaborate with other team members and departments
  • Attention to detail and strong organizational skills
  • A positive demeanor - we work hard, but need to have fun
  • Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?

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