Customer Support Professional

23 hours ago

Ayala Alabang, National Capital Region, Philippines beBeeExpert Full time $45,000 - $63,000
Customer Support Expert

We are seeking an experienced Customer Support Specialist to deliver exceptional technical and functional support to customers globally. This role will involve working alongside an existing team of Support Specialists, assisting clients with product configurations, troubleshooting, and best practices to maximize the value of software.

The ideal candidate will have a strong understanding of APIs, payments integrations, and best practices in technical support. They should also possess excellent analytical and problem-solving skills, as well as the ability to manage multiple priorities in a fast-paced environment.

  • Key Responsibilities:
  • Resolve customer queries on product configuration, reporting, and integrations.
  • Define and maintain performance standards, including SLAs and best practices for ticket handling.
  • Collaborate with internal teams to enhance support processes and technical troubleshooting.
  • Maintain up-to-date knowledge of new product features and API integrations.
  • Escalate complex customer issues, offering guidance and resolution strategies.
  • Identify and implement tools and automation to optimize resource efficiency.
  • Contribute to internal documentation, including support procedures and training materials.
  • Stay informed about product updates and ensure accurate communication with customers.

Requirements:

  • 3-5 years of experience in technical support or customer service within banking, fintech, or core banking software.
  • 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.
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • 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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