Global Technical Specialist

1 week ago

Barcelona, Philippines beBeeExpert Full time $63,000 - $83,000

Customer Support Role Overview

This role focuses on delivering exceptional customer experiences while providing technical support to customers worldwide. The position requires expertise in all services and ability to assist with challenging inquiries.

The ideal candidate will act as a product expert, empowering customers with knowledge and guiding them to self-sufficiency through education and resources.

Key Responsibilities:

  • Support customers via email and phone with day-to-day inquiries
  • Manage customer expectations and follow up on promises and time commitments
  • Accurately log customer communications in our support ticket tracking tool
  • Understand customer business processes and software system processes
  • Complete tasks for customers, such as report creation
  • Ensure reported defects are thoroughly tested, replicated, and documented
  • Work closely with the development support team to resolve incidents timely and within SLAs
  • Update internal and customer-facing knowledge base with new support articles, videos, and training material
  • Able to occasionally travel and visit customers

About You:

  • You must be able to provide excellent customer experience
  • Eager to build strong rapport with customers and their employees
  • Friendly, empathetic, patient, and personable even under stressful circumstances
  • Outstanding written and verbal communication skills
  • Can exercise the "Three T's" (Thinking, Talking, Typing)
  • Strong ability to solve problems creatively and systematically
  • Great attention to detail and organized thinking
  • Strong technical, software, and internet experience
  • Available for rotational on-call After Hours Support
  • 3+ years of customer/technical service experience

Preferred Qualifications:

  • Knowledge of relational databases, SQL, Microsoft Excel
  • Experience in supply-chain, EDI, logistics, manufacturing, or packaging
  • Multilingual

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