Customer Experience Specialist

3 days ago

Las Piñas, National Capital Region, Philippines beBeeTechnical Full time $60,000 - $100,000
Job Opportunity

We are seeking a highly motivated and passionate technical expert to join our team in a Community Support Engineer role.

This position offers the opportunity to proactively support customers by engaging with them online and creating valuable self-service support content.

As an expert in online communication, you will be a brand ambassador for our company, conveying its values and personality through timely responses to posts and comments.

Main Responsibilities:

  • Act as a technical representative to build and develop our community and provide an excellent online customer support experience.
  • Deflect support cases by proactively resolving customer queries that arrive on the online platforms.
  • Monitor and expedite the escalation of user issues that are reported online.
  • Amplify urgent product advisories and latest version releases through social media channels.
  • Act as a technical contact for video productions to help create informative and engaging how-to & troubleshooting guides and videos.
  • Review, moderate, and verify community content to ensure technical accuracy and quality.
  • Collect and relay valuable user feedback and suggestions to stakeholders to drive product improvement.
  • Cross-collaborate with various internal teams to resolve complex issues.

Requirements:

  • Effective verbal and written communication skills.
  • Exceptional interpersonal skills.
  • Organized self-starter with accountability and responsibility for their work.
  • Strong technical knowledge and understanding of IT security concepts.
  • Excellent verbal and written communication skills for helping customers troubleshoot their issues.
  • Advanced computer skills including ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration.
  • Thorough knowledge and understanding of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus, and Disaster Recovery.
  • Experience with installation, configuration, and troubleshooting of Windows Desktop and Server operating systems.
  • Experience with remediation of malware/viruses/Trojans.
  • Experience with installation and configuration of MacOS, UNIX or Netware.
  • Experience with Virtualization (MS SystemCenter Virtual Machine Manager and/or VMWARE).
  • Knowledge and understanding of online community platforms and social media channels.

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