Career Developer

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time ₱4,500 - ₱6,000
Job Description

Coefficient is a SaaS startup that offers a remote-first work environment. We value talent over location and prioritize finding the best professionals in their respective fields.

Our culture revolves around individuals who are intelligent, driven, curious, and collaborative. We're on a mission to unlock the full potential of spreadsheets across various data sources within company systems.

  • We provide a no-code solution that enables business teams to access real-time company data directly from their spreadsheets, making it actionable throughout the organization.
  • Whether the data resides in business applications, databases, data warehouses, or business intelligence solutions, users can easily work with this data without IT involvement.
About the Role

The Support Specialist role plays a vital part in our core product experience by delivering exceptional support services to our valued users. These specialists should be empathetic, resourceful communicators who not only resolve user issues but also answer questions from our esteemed users.

Responsibilities
  1. Resolve a high volume of user requests through various support modalities such as email, chat, and messaging.
  2. Investigate and fulfill all tier 1 & 2 support requests while communicating directly with users and internal stakeholders. This includes collaborating across teams to escalate issues when necessary.
  3. Navigate ambiguity in one-off issues to deliver outstanding outcomes.
  4. Diagnose problems and propose possible solutions for both short-term and long-term resolutions.
  5. Complete thorough documentation and notation on user requests to provide feedback to leadership and program teams regarding processes and trends.
  6. Demonstrate strong written and verbal communication skills while being mindful of tone and pace to respond to and exceed customer expectations.
Required Skills and Qualifications
  • Minimum 4+ years of SaaS customer support experience.
  • Intermediate/advanced level knowledge of Google Sheets or Excel.
  • Customer empathy - Understand the user experience and ability to resolve customer support requests thoughtfully and creatively.
  • Strong written and verbal communication skills - Effective communicator and listener, adapting easily to varied communication methods.
  • Collaboration - Value teamwork and contribute to a synergistic work environment where people learn from each other.
  • Strategic problem-solving - Leverage multiple resources to inform and support critical decisions.
  • Excellent organization - Effectively prioritize work to target the highest-impact issues first.
  • Optimism - Approach challenges with a positive attitude.
  • Ability to remain calm under pressure - Troubleshoot problems and find speedy resolutions in high-pressure situations.
  • Desire to learn - Highly motivated self-starter with an eagerness to learn and grow, receptive to feedback.

Experience with Zendesk, SQL, Salesforce, HubSpot is a plus.

Benefits

This role will operate during the hours of 10:00 PM - 7:00 AM Manila Time (7:00 AM - 4:00 PM Pacific Time) to align with the hiring manager's schedule.

Support Specialists in this role will have the opportunity to build a fulfilling career at Coefficient.

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