Tech Support Specialist

13 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomerSupport Full time
Job Title:

Tech Support Specialist

">About the Role:

We are looking for a skilled and professional Tech Support Specialist to join our team. As a key member of our customer support team, you will be responsible for providing exceptional user support, resolving product issues, and enhancing customer satisfaction in a hybrid work setup.

Key responsibilities include:

  • Respond promptly and professionally to customer inquiries through the product's ticketing system.
  • Collaborate with customers to identify, replicate, and resolve product issues using various communication channels.
  • Work closely with team members to deliver effective solutions and ensure customer satisfaction.
  • Share customer insights and feedback during regular team meetings to inform management decisions.
  • Recognize recurring support requests and proactively create knowledge base articles or alternative solutions to reduce ticket volume.
  • Deliver exceptional customer service by maintaining a friendly, empathetic tone and providing timely, proactive responses.
  • Conduct training sessions for new and existing customers via phone and email, guiding them in using the platform's knowledge base.
Requirements:

To succeed in this role, you will need:

  • At least 3 years of experience in tech support or a related field.
  • Excellent communication and problem-solving skills.
  • Proficient in English, both spoken and written.
  • Familiarity with general accounting fundamentals and accounting software (i.e., SaaS).
  • Able to work graveyard shifts and shifting schedules.
  • Amenable to a hybrid setup in Cebu (3x per week onsite).
What We Offer:

As a valued member of our team, you can expect:

  • Hybrid work setup (3x onsite per week).
  • Quarterly performance incentives.
  • HMO coverage on Day 1 plus 2 free dependents.
  • Comprehensive life insurance.
  • 20% night differential.
  • Vacation leave and sick leave credits.
  • Birthday leave and bereavement leave credits.
Training & Development:

We invest in our employees' growth and development, offering opportunities for training and skill enhancement. Conduct training sessions for new and existing customers to ensure successful product adoption.

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