Help Desk Problem Solver

3 days ago

Taguig, National Capital Region, Philippines beBeeTechnical Full time $50,000 - $70,000

We're looking for a Technical Support Specialist to join our growing team. If you love solving puzzles, diving deep into technical issues, and being the go-to person for complex troubleshooting, this role is perfect for you.

You'll be the bridge between our customers, support teams, and developers. You'll own escalated issues end-to-end, investigating problems, collaborating across teams, and ensuring our customers get timely and accurate resolutions.

Key Responsibilities
  • Handle escalated support tickets through various channels to support our customers.
  • Troubleshoot technical issues using internal tools, logs, and APIs to get to the root cause.
  • Ensure customer data protection by being a compliance expert.
  • Take ownership of escalations from start to finish, providing clear updates until resolution.
  • Collaborate with engineering and product teams for deeper investigation or fixes.
  • Share knowledge, trends, and solutions with cross-functional teams.
  • Contribute to internal knowledge base articles and troubleshooting guides.
  • Assist in teaching support specialists by sharing advanced troubleshooting steps and best practices.
  • Monitor and report on trends, outages, and critical issues to leadership.
Qualifications and Skills
  • At least one year of experience in live chat technical support for software/SaaS platforms (or equivalent).
  • Strong problem-solving skills – resourceful and persistent in finding answers.
  • Excellent writing and speaking skills in English.
  • Ability to translate complex technical details to non-technical audiences.
  • Experience working across teams, departments, or multiple brands to solve customer issues.
  • Dependable, with strong follow-through on customer commitments.
  • Eagerness to learn new tools, systems, and processes quickly.
  • Ability to recognize the bigger picture – spotting trending issues and understanding their impact.
  • Proven experience working autonomously and in cross-regional, cross-functional environments.
This Role Is For You If
  • You're a technical whiz who gets satisfaction from solving tricky issues as much as helping customers.
  • You thrive where customer support meets technical problem-solving.
  • You're curious – digging into 'why' something happened, not just 'how to fix it.'
  • You always spot patterns and think about the customer experience beyond the single ticket.
  • You stay calm under pressure – outages, escalations, frustrated customers are chances for you to act.
Desirable Qualifications
  • Experience with Jira or other ticketing systems.
  • Familiarity with APIs, automation tools, or integration platforms.
  • Basic knowledge of automation (e.g., Zapier, Workato).
  • Database familiarity (SQL or NoSQL concepts, simple queries).
  • Networking fundamentals (DNS, firewalls, VPNs).

We foster an inclusive workplace where everyone can thrive.

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