Technical Support Expert

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomer Full time $5,000 - $5,500

We are seeking a highly skilled Technical Support Specialist to join our dynamic team. As a key player in our support team, you'll engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise.

Job Description:

The ideal candidate will have 3+ years of experience in a technical support or similar role and possess a high school diploma or equivalent; a bachelor's degree is preferred.

  • Receive, prioritize, and manage customer support inquiries via multiple channels.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Understand the product and client well to provide accurate responses to clients.
  • Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
  • Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
  • Evaluate our current customer support system and work with your team to strategically improve the process to better serve our customers.
  • Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
  • Provide input on improving documentation and support processes.
  • Gather customer feedback and insights to identify areas for improvement in our products and services.
  • Collaborate with cross-functional teams to implement improvements based on customer input.
Key Responsibilities:
  1. Customer satisfaction ratings (CSAT and NPS)
  2. Average time to resolve customer issues
  3. Average number of issues resolved
Requirements:
  • Highly skilled problem-solving and conflict resolution skills
  • Proficient in using customer service software and databases
  • Passion for designing and enhancing systems and organizing
  • Proficient in managing and interpreting data
  • Ability and availability to work during US working hours - Eastern Time
  • Ability to multitask and prioritize tasks effectively
  • Ability to collaborate with other team members and departments
  • Attention to detail and strong organizational skills

If you have a heart for customers, empathy, and a go-getter attitude, we encourage you to apply for this exciting opportunity.

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