Lead Technical Support Expert

2 weeks ago

Imus, Calabarzon, Philippines beBeeTechnical Full time ₱20,000 - ₱32,000
Job Overview

We are a global team united by our desire to connect diverse people with common values for bold impact.

  • Our mission is to employ over 5,000 people and create a positive impact on our community.

As a Technical Support Advocate, you will be responsible for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.

Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat.
  • Respond to customer inquiries and alerts in a timely and professional manner.
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support.
  • Keep up to date with ever-changing technologies.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Collaborate with and support team members when assistance is needed.
  • Take on additional tasks or responsibilities when required to meet objectives.
Requirements:
  • 3+ years of technical support experience primarily supporting customers via email and chat.
  • General knowledge of web-based and mobile apps.
  • General knowledge and experience of SaaS Products - Software as a Service.
  • Passionate about client satisfaction and able to use challenging situations as an opportunity to exceed expectations.
  • Ability to thrive in a dynamic environment.
  • Metrics-driven and proven ability to handle a high volume of interactions.
  • Strong conflict resolution skills and even temperament in challenging situations.
  • Ability to properly understand and convey tone via written communications.
  • Creative problem-solving skills.
  • Impeccable judgment and the ability to make fact-based decisions that support desired outcomes.
  • Loads of empathy and a proactive attitude.
Preferred Qualifications:
  • Support the team by executing initiatives and collaborating on projects.
  • Take initiative and identify areas of opportunity to contribute to growth.
  • Acquire valuable customer insights and share them with the team to improve education and experience.
  • Passion for Customer Experience.
  • Proven ability to work remotely as part of a team with little direction.
  • Working knowledge of SQL and databases.
  • Working knowledge of log-monitoring software.

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