Technical Customer Support Specialist

7 days ago

Rizal, Philippines beBeeCustomerAdvocate Full time $100,000 - $120,000

A leading go-to-market solution provider is seeking a Customer Advocate to deliver exceptional customer experiences. Founded in 2015, the company has grown rapidly and valued at $1.6 billion.

The Role

This pivotal role involves leveraging deep product expertise and strong communication skills to handle customer inquiries in digital and voice channels.

Responsibilities
  • Customer Support: Provide technical and product support to customers, troubleshooting and resolving complex issues effectively.
  • Staying Up-to-Date: Stay current on product changes, new features, and integrations, proactively expanding knowledge.
  • Validation and Feedback: Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Customer Education: Ensure customers understand key features and benefits aligned with their goals.
  • Performance Metrics: Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Required Qualifications
  • Technical Experience: Minimum 2 years of experience in at least one entry-level tech Customer Support or Technical Support role.
  • Problem-Solving Skills: Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Adaptability: Ability to adapt to change and remain flexible in a dynamic work environment.
  • Communication Skills: Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Support Tools: Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
  • Time Management: Demonstrated ability to manage time effectively and adhere to SLAs.
  • Tech Communication: Proficiency in tailoring technical explanations for non-technical audiences.
Preferred Qualifications
  • SaaS Background: Background in SaaS or technology-focused roles.
  • Customer Feedback Analysis: Experience analyzing customer feedback to inform product or process improvements.
  • Tools Familiarity: Familiarity with tools like Jira, Salesforce, and REST API integrations.
  • Integration Knowledge: Strong foundational knowledge of integration and filtering systems.
  • Programming Basics: Basic programming knowledge.

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