Technical Service Expert

1 day ago

Mandaue City, Central Visayas, Philippines beBeeExpert Full time $60,000 - $84,000

Global Support Role Overview

Nulogy is a technology company that enables collaboration and agility within the supply chain.

Our software platform helps Consumer Packaged Goods companies reduce waste, costs, and improve customer service.

As a key team member, you'll be solving challenging problems and making a global impact.

Mission

Global Support Representatives provide exceptional customer experiences while answering complex technical questions from our customers worldwide.

You'll be an expert on all Nulogy services, assisting with challenging inquiries and empowering customers through education and resources.

Key Responsibilities

  • Support customers via email and phone with day-to-day inquiries.
  • Manage customer expectations and follow up on promises and time commitments.
  • Log all customer communications in our support ticket tracking tool.
  • Understand customer business processes and software system processes.
  • Complete tasks for customers, such as report creation.
  • Ensure reported defects are thoroughly tested, replicated, and documented.
  • Work closely with our development support team to resolve incidents timely and within SLAs.
  • Update internal and customer-facing knowledge bases with new support articles, videos, and training material.
  • Able to occasionally travel and visit customers.

About You

  • You understand the concept of providing an excellent customer experience.
  • You're eager to build strong rapport with customers and their employees.
  • You're friendly, empathetic, patient, and personable even under stressful circumstances.
  • You have outstanding written and verbal communication skills.
  • You can exercise the 'Three T's' (Thinking, Talking, Typing).
  • You show a strong ability to solve problems creatively and systematically.
  • You demonstrate great attention to detail and are an organized thinker.
  • You have strong technical, software, and internet experience.
  • You're available for rotational on-call After Hours Support.
  • You have 3+ years of customer/technical service experience.

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