Help Desk Specialist

6 days ago

Makati City, National Capital Region, Philippines beBeeRepresentative Full time ₱800,000 - ₱1,200,000
Customer Experience Representative

We're looking for a skilled and motivated individual to join our Customer Experience team. This role will involve gathering information from customers, ensuring their continued support and success after implementing our Employment Hero HR product.


Key Responsibilities
  • Respond to and resolve customer tickets, calls and queries related to the Employment Hero HR Platform in a timely manner
  • Assist and collaborate with the wider squad and support team to provide best practice system use and education to customers
  • Proactively analyse product functionality, understand platform logic, and test to identify user errors and root causes, staying aware of product changes and enhancements
  • Conduct triage of customer support issues and assign to the appropriate team or resolve where possible
  • Escalate bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads
  • Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support people processes
  • Use internal tools to maintain records, investigate tickets, and reference customer interactions in accordance with SLAs
  • Contribute feature requests and Help Centre suggestions based on customer insights
Requirements
  • 1–2 years of experience in a fast-paced customer service/support environment across live chat and email
  • Relevant Australian payroll experience (e.g., KeyPay)
  • Prior experience in a SaaS customer experience environment
  • Exposure to working in fluid, high-change, high-velocity environments
  • Strong problem solving and troubleshooting skills
  • Ability to manage competing priorities and work autonomously, seeking help when needed
  • Strong verbal and written communication skills
Benefits
  • A remote working environment with flexible hours
  • Access to cutting-edge tools
  • A collaborative, outcomes-driven team
  • Ownership of ESOPs
  • Generous paternity leave and egg freezing subsidy
  • WFH office budget and strong learning and development opportunities

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