Technical Customer Support Professional

1 day ago

Caloocan City, National Capital Region, Philippines beBeeCustomerSupport Full time $80,000 - $100,000
Technical Support Opportunity

We're seeking a skilled Technical Support Specialist to join our team. In this role, you will be the bridge between our customers and internal teams, owning escalated issues from start to finish.

You'll troubleshoot technical issues using internal tools, logs, and APIs to get to the root cause. You'll work closely with Support Specialists, Engineers, and cross-functional teams to spot patterns, resolve issues, and improve the customer experience.

This is a customer-facing role where you'll combine technical troubleshooting skills with clear, empathetic communication. You'll handle escalated support tickets through email, chat, and occasionally phone to support customers.

Responsibilities
  • Investigate problems, collaborate across teams, and ensure timely and accurate resolutions.
  • Be a compliance expert – ensuring customers are responsible texters, and their data is protected when utilizing system tools.
  • Collaborate with engineering and product teams when deeper investigation or fixes are needed.
  • Partner with cross-functional teams across multiple brands to share knowledge, trends, and solutions.
  • Contribute to internal knowledge base articles and troubleshooting guides, and document recurring issues and solutions to reduce future escalations.
  • Assist in teaching both new and existing support specialists by sharing advanced troubleshooting steps and best practices.
  • Monitor and report on trends, outages, and critical issues to leadership.
Qualifications
  • At least one year of experience providing live chat technical support for a software/SaaS platform (or equivalent).
  • Strong troubleshooting and problem-solving skills – resourceful and persistent in finding answers.
  • English is your primary language. Secondary languages are a plus, with bonus points for Spanish.
  • 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.
  • Excellent writing and speaking skills in English.
  • Ability to recognize the bigger picture – spotting trending issues and understanding their impact.
  • Proven experience working autonomously and in cross-regional, cross-functional environments.

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