Expert Technical Support Professional

23 hours ago

Manila, National Capital Region, Philippines beBeeCustomer Full time ₱2,500,000 - ₱3,500,000
Technical Support Specialist Job Description

We are seeking an experienced Technical Support Specialist to join our team. This role will provide technical assistance and become a product knowledge specialist.


Key Responsibilities:
  • Triage incoming technical enquiries from clients and colleagues, prioritizing tasks within agreed service level agreements (SLAs) and taking ownership of any technical issues that arise.
  • Collaborate with the Client, Engineering, and Quality Assurance teams to ensure successful issue resolution and quick turnaround times.
  • Support the Onboarding team with testing and integration escalations, ensuring seamless transitions for new customers.
  • Develop in-depth technical expertise to support the platform, covering topics such as product configuration, web debugging, APIs, troubleshooting, data transfer via SFTP, Webhooks, and more.
  • Bridge the gap between external and internal questions and engage with the Engineering team to drive issue resolution.
  • Document known solutions to improve future efficiency and facilitate knowledge sharing among team members.
  • Proactively identify potential issues with referral schemes and communicate them to clients and stakeholders for swift resolution.

Requirements:
  • Excellent English language skills, both spoken and written (EFSET results from C1 or C2 level).
  • Superior problem-solving and communication skills, with the ability to maintain composure under pressure.
  • Familiarity with product configuration, web debugging, API, troubleshooting, data transfer via SFTP, Webhooks, and other relevant technical areas.
  • Excellent time management skills, punctuality, and adherence to schedule are essential.
  • Critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills are highly valued.
  • The ability to thrive in a fast-paced environment and remain flexible is crucial.
  • Savvy with web, computer, and smartphone technology is necessary.
  • A passion for delivering exceptional customer experiences is required.
  • Curiosity and a desire to continuously learn and grow are essential qualities for success in this role.

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