Effective Technical Solutions Provider

14 hours ago

Davao City, Davao, Philippines beBeeCustomer Full time $55,000 - $85,000
Technical Support Specialist Role

We are seeking a highly skilled Technical Support Specialist to join our organization. The ideal candidate will have 3-5 years of experience in technical support or customer service within banking, fintech, or core banking software.

Job Description:
  • The Technical Support Specialist will be responsible for delivering exceptional technical and functional support to customers, including Neobanks and MFIs.
  • This role involves working alongside an existing team of Support Specialists to assist clients with product configurations, troubleshooting, and best practices to maximize the value of the software.

Key Responsibilities:

  1. Provide top-tier support by resolving customer queries on product configuration, reporting, and integrations.
  2. Assist in defining and maintaining performance standards, including SLAs and best practices for ticket handling.
  3. Collaborate with internal teams to enhance support processes and technical troubleshooting.
  4. Maintain up-to-date knowledge of new product features and API integrations.
  5. Act as an escalation point for complex customer issues, offering guidance and resolution strategies.
  6. Identify and implement tools and automation to optimize resource efficiency.
  7. Contribute to internal documentation, including support procedures and training materials.
  8. Stay informed about product updates and ensure accurate communication with customers.

Required Skills and Qualifications:

  • Strong understanding of APIs, payments integrations, and best practices in technical support.
  • Knowledge of accounting principles is a plus.
  • Experience with customer support software (ideally Zendesk) and SLA/KPI management.
  • Proactive approach to continuous improvement and process optimization.
  • Excellent communication and interpersonal skills, with a customer-centric mindset.
  • Experience working remotely and collaborating across functions.
  • Proficiency in English and expertise in MS Excel.

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