Customer Support Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeSupport Full time $50,000 - $80,000

We are seeking an exceptional professional to join our customer support team as a dedicated representative for law firm clients during off-hours. As an independent contractor, you will be responsible for providing top-notch support via Zendesk tickets and live chat, troubleshooting basic platform issues, and escalating complex problems internally.

Key Responsibilities:
  • Deliver timely and accurate support to clients, ensuring seamless experiences through Zendesk tickets and live chat
  • Troubleshoot and resolve technical issues with our proprietary AI tool, ProVision
  • Reference internal guidebooks and documentation to provide expert support
  • Elevate complex issues and follow through until resolution
  • Design and implement workflows for support processes, ticket handling, escalation paths, and resolution standards
  • Assist with ad-hoc tasks, including guidebook updates and internal coordination
Immediate Tasks in the First 30 Days:
  • System Onboarding: Familiarize yourself with platform functionality, Zendesk workflows, and SOPs
  • Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
  • Knowledge Base Deep Dive: Study internal guidebooks and documentation to build platform fluency
  • Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
  • Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with our founding team
  • Start live coverage by end of Week 1 (with oversight)
Requirements:
  • Neutral English accent and excellent written English skills
  • Minimum 2 years of customer support experience, preferably covering graveyard/off-hours
  • Technical aptitude and ability to learn new platforms quickly
  • Strong attention to detail and comfort following procedures
  • Ability to work independently with minimal supervision during early morning hours

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