Customer Support Professional

6 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomerSupport Full time ₱3,500,000 - ₱5,500,000
Technical Support Specialist

We are seeking a highly skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will engage with customers to address inquiries and resolve complaints regarding products and services.

Our ideal candidate will have excellent communication skills, both verbal and written, and the ability to understand and communicate complex ideas to customers.

The successful candidate will also be able to quickly learn and navigate new technology, systems, and applications, and adapt/respond to different types of characters.

  • At least 3 years of working experience in Technical Support.
  • Excellent English communication skills.
  • Willingness to learn about networks and IT technology.
  • Basic knowledge of cloud-based applications and MS Office applications.

As a Technical Support Specialist, you will:

  1. Compose thoughtful, personalized responses to customer requests.
  2. Triage incoming requests and identify trends in customer issues to flag for the wider team.
  3. Interact with customers to provide accurate, valid, and complete information with empathy, courtesy, and professionalism.
  4. Log, manage, and follow up on all customer support tickets.
  5. Perform problem-solving tasks, provide answers to product-related questions, and ensure that issues are properly documented, prioritized, tracked, and resolved.
  6. Proactively monitor dashboards and platforms, and actively reach out to customers who need extra support with troubleshooting.
  7. Ensure proper and timely escalation of issues to meet internal and external expectations.
  8. Identify opportunities for continuous process improvement.
  9. Deliver service excellence and maximize customer satisfaction.
  10. Stay updated on product and service knowledge through collaboration with the external team.

Requirements:

  • At least a bachelor's degree in any field.
  • Excellent English communication skills.
  • Willingness to learn about networks and IT technology.
  • Basic knowledge of cloud-based applications and MS Office applications.
  • Ability to understand and communicate complex ideas to customers.
Key Responsibilities
  • Compose thoughtful, personalized responses to customer requests.
  • Triage incoming requests and identify trends in customer issues to flag for the wider team.
  • Interact with customers to provide accurate, valid, and complete information with empathy, courtesy, and professionalism.
  • Log, manage, and follow up on all customer support tickets.
  • Perform problem-solving tasks, provide answers to product-related questions, and ensure that issues are properly documented, prioritized, tracked, and resolved.
  • Proactively monitor dashboards and platforms, and actively reach out to customers who need extra support with troubleshooting.
  • Ensure proper and timely escalation of issues to meet internal and external expectations.
  • Identify opportunities for continuous process improvement.
  • Deliver service excellence and maximize customer satisfaction.
  • Stay updated on product and service knowledge through collaboration with the external team.

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