Product Expert

2 weeks ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $45,000 - $75,000

A leading go-to-market solution for revenue teams has an exciting opportunity for a skilled professional. As a Product Advocate, you will play a crucial role in delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills.

The Role

This pivotal position involves troubleshooting and resolving customer issues, optimizing support processes, and contributing to the company's values-driven culture.

Key Responsibilities
  • Handle customer inquiries in digital and voice channels to provide technical and product support.
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Required Qualifications
  • Minimum 2 years of experience in at least one entry-level tech Customer Support or Technical Support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Ability to adapt to change and remain flexible in a dynamic work environment.
  • Excellent English communication skills, both written and verbal, with an empathetic approach.
  • 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.
  • Demonstrated ability to manage time effectively and adhere to SLAs.
  • Proficiency in tailoring technical explanations for non-technical audiences.
We Value Innovation

This organization is built on a culture of continuous improvement. We expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

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