Technical Support Liaison

7 days ago


Manila, National Capital Region, Philippines Respondent Inc. Full time

Position Overview

The Technical Support Liaison serves as a key point of contact for Researchers and Participants, providing exceptional support and guidance. This role involves acting as the voice of the customer, collecting feedback to inform product enhancements, and contributing to the overall customer experience.

Key Responsibilities

  1. Product Knowledge Development
  2. Customer and Technical Support
  3. Training and Resource Documentation
  4. Process Improvement and Analysis
  5. Customer Communication and Escalation

Required Skills and Qualifications

  1. Experience in remote and asynchronous work environments.
  2. Strong proficiency in reading and writing in English.
  3. Average to above-average technical acumen and support background.
  4. Process-driven with a passion for improving workflows and enhancing customer satisfaction.
  5. Metric-oriented with a focus on Key Performance Indicators (KPIs).
  6. Familiarity with ticketing systems (e.g., Intercom) and CRM tools (e.g., HubSpot).
  7. Ability to simplify technical concepts for non-technical audiences.
  8. Flexibility to accommodate US time zones on occasion for initial onboarding, team leave, or busy periods.


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