Help Desk Specialist

2 days ago

Mabalacat, Central Luzon, Philippines beBeeSupport Full time ₱600,000 - ₱800,000
Technical Support Role Overview

This position is perfect for a professional with excellent communication skills, who can provide top-notch support to customers.

In this role, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client's products and services.

  • You will compose thoughtful, personalized responses to a variety of customer requests.
  • Triage incoming requests and spot trends in customer issues to flag for the wider team.
  • Interact with customers to provide and process accurate, valid, and complete information with the highest degree of 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 troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved.
  • Proactively monitor the client's 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 and recommendations for continuous process improvement.
  • Deliver service excellence and maximize customer service and satisfaction.
  • Work with the external team to stay updated on product and service knowledge.
Requirements and Qualifications

To succeed in this role, you must have:

  • A bachelor's degree in any field.
  • No less than three years of experience in technical support.
  • Excellent English language skills.
  • The willingness to learn about how networks and IT technology behave and operate.
  • Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
  • Excellent verbal and written communication skills.
  • An ability to understand and communicate complex ideas to customers, both verbally and in written form.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • Ability to accept feedback gracefully and with an open mind.
  • Customer orientation and ability to adapt/respond to different types of characters.

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