Technical Support Expert

1 day ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time $5,000 - $5,500

Job Description:

The Technical Support Expert plays a vital role in delivering exceptional customer experiences and ensuring customer satisfaction. As the front line of our customer support team, you will engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise.

Main Responsibilities:

  • Manage and prioritize customer support inquiries via multiple channels such as chat, phone, and email.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Gain a thorough understanding of the product and client needs to provide timely and friendly responses.
  • Collaborate with the ticket and technical support teams to troubleshoot and resolve software-related issues.
  • Evaluate complex issues and escalate them to the appropriate teams for timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.

Key Performance Indicators (KPIs):

  1. Customer satisfaction ratings, including CSAT and NPS.
  2. Average time to resolve customer issues.
  3. Average number of issues resolved.

Requirements and Qualifications:

  • 3+ years of experience in a technical support or similar role.
  • High school diploma or equivalent; bachelor's degree preferred.
  • Strong communication skills and ability to empathize with customers.
  • Basic grammar skills and average typing speed.
  • Problem-solving and conflict resolution skills.
  • Proficient in using customer service software and databases.
  • Ability to multitask and prioritize tasks effectively.
  • Attention to detail and strong organizational skills.

Benefits of Working With Us:

  • The opportunity to work in a dynamic and rapidly scaling company.
  • A chance to make a meaningful impact on customer satisfaction and loyalty.
  • A supportive and collaborative work environment.

We Are Looking For:

  • A positive and proactive individual who is passionate about delivering exceptional customer experiences.
  • A team player with strong communication and problem-solving skills.
  • An innovative thinker who can suggest improvements to our customer support processes.

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