Senior Technical Advocate

2 weeks ago

Makati City, National Capital Region, Philippines beBeeCustomerSupport Full time ₱3,500,000 - ₱4,500,000
Job Opportunity

We are looking for a skilled technical professional to provide comprehensive support to our commercial clients. The ideal candidate will have excellent communication skills and be able to resolve customer inquiries and technical issues efficiently.

Key Responsibilities
  • Technical Support: Provide timely assistance to customers via email, chat, phone, diagnose and resolve technical issues, and escalate complex problems to Level 3 or Product teams.
  • Ticket Management: Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to Service Level Agreements (SLAs).
  • Product Escalation: Collaborate with our engineering team to solve more complex issues, identify, document, and follow up with engineers on product bugs and features.
  • Cross-Functional Collaboration: Work closely with engineering, customer success, sales teams to ensure seamless customer experience.
  • Knowledge Base Maintenance: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.
Required Skills
  • Excellent written and verbal communication skills;
  • Previous experience in a client-facing technical role for a product business;
  • Strong problem-solving, decision-making, critical-thinking skills;
  • Professional, courteous, committed to providing amazing customer support;
  • Open-minded, positive, keen to learn;
  • Great attitude, team player;
  • Willing to work flexible hours;
  • Keen to mentor and help train junior team members.
Nice to Have
  • Fluent level in other languages;
  • Degree in a technical subject;
  • Knowledge of IP Telephony;
  • Experience diagnosing QoS issues;
  • Experience with call center technology such as IVRs ;
  • Experience with Salesforce as an admin or developer.

This is a great opportunity for a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences.

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