Help Desk Expert

24 hours ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time ₱30,000 - ₱60,000
Technical Support Role

We are seeking a highly skilled and experienced technical support professional to join our team.

About the Job:

The Customer Success Representative plays a vital role in ensuring customers achieve success with our SaaS product by providing responsive support, proactive solutions, and delivering a seamless client experience. This role focuses on building strong relationships with customers, offering tailored guidance, and troubleshooting issues while continuously developing knowledge and skills to enhance the overall client journey.

  • Key Responsibilities:
  • Customer Support: Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues, and ensuring timely resolution of concerns.
  • Customer Education: Offer ongoing training and guidance on product features, updates, and best practices to help customers maximize the value of the SaaS platform.
  • Issue Escalation: Identify and escalate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
  • Product Feedback: Gather and communicate customer feedback to the product development team to support continuous improvement and innovation.
  • Skill Development for Improved Service: Regularly engage in professional development to enhance skills and understanding of the product. This ensures you can provide deeper insights and more advanced solutions to customers, improving their overall experience.
  • Documentation & Knowledge Sharing: Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement. Share knowledge and insights with the team to foster collective growth and improve client outcomes.
  • Continuous Learning & Knowledge Development: Stay informed on the latest product updates, industry trends, and customer success best practices. Use this knowledge to improve the customer experience and provide higher-quality, strategic support.

About You:

  • Requirements:
  • Minimum 3 years of experience in a Customer Success, Support, or Account Management role within a SaaS environment.
  • Experience in training, mentoring, or leading team members, including cross-functional or technical teams (e.g., support specialists, onboarding teams, or junior CSRs).
  • Proven experience in a customer-facing role. Strong ability to troubleshoot and resolve issues with a customer-focused approach.
  • Exceptional written and verbal communication skills, with the ability to simplify complex topics and adapt communication styles to diverse audiences.
  • Experience working across teams, such as product development, sales, and technical support, to ensure seamless customer experiences.

Benefits:

  • Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
  • A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
  • Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
  • Career Growth: Take advantage of opportunities for continuous learning and career advancement.
  • Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

What We Offer:

We offer a dynamic and supportive work environment, where you can grow professionally and personally. Our commitment to 100% YOU is evident in our inclusive culture, which values diversity and promotes teamwork.

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