Technical Service Expert

2 days ago

Calamba, Calabarzon, Philippines beBeeSoftwareSupport Full time $45,000 - $70,000
Job Overview:

The Software Support Specialist II is a critical role that plays a vital part in assisting partners by diagnosing and resolving product issues or questions.

Key Responsibilities:
  • Deliver high-quality support to partners with meticulous attention to detail
  • Analyze and document findings to drive issue resolution, ensuring seamless customer experiences
  • Influence team members through fact-based explanations of policies and practices
  • Interact with partners via various channels, including email, phone, chat, cases, and remote sessions
  • Maintain a comprehensive knowledge base of products and services, ensuring exceptional support during interactions
  • Evaluate business data to identify opportunities for partners to optimize their strategies and grow their business
  • Guide junior team members and perform regular queue reviews, ensuring continuous improvement
  • Escalate trending issues and potential software defects to leadership and development teams
  • Serve as an escalation point for complex issues, providing expert-level support
  • Contribute to written articles for internal and external knowledge bases, sharing expertise and best practices
  • Identify and escalate situations requiring urgent attention to relevant teams, prioritizing timely resolutions
  • Document partner interactions, troubleshooting, and results in a clear and concise manner, accurately reporting customer feedback to Engineering teams
  • Manage a queue of resolving support cases, leveraging effective time management and organization skills
  • Apply best practices per technical documentation and provide solutions based on diagnosis, driving successful outcomes
Required Skills and Qualifications:

To excel in this role, individuals must possess the following skills and qualifications:

  • Independence in working on projects and processes with general supervision, demonstrating self-motivation and initiative
  • Practical knowledge of applicable work areas, with a strong understanding of industry trends and developments
  • Ability to adapt to new technology and processes as required by partners, embracing change and innovation
  • Strong desire to help partners and peers, fostering a culture of collaboration and mutual support
  • Excellent written and verbal communication skills, with the ability to effectively communicate complex information
  • Strong interpersonal skills and ability to collaborate with multiple cross-functional teams, building strong relationships and partnerships
  • Organized and strong attention to detail, with a focus on delivering high-quality results
  • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets, with a passion for staying up-to-date on industry developments
Benefits and Perks:

We offer a range of benefits and perks to our employees, including:

  • A competitive salary and bonus structure
  • Ongoing training and development opportunities
  • A collaborative and dynamic work environment
  • The opportunity to work with a talented team of professionals
  • A comprehensive benefits package, including health insurance, retirement planning, and paid time off
Working Conditions:
  • 0-10% travel may be required, with flexibility to work remotely and adjust to changing priorities

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