Multilingual Technical Support Specialist

1 day ago

Quezon City, National Capital Region, Philippines beBeeSupport Full time ₱28,000 - ₱46,000
Job Summary

This role requires a highly skilled and motivated individual to serve as the primary point of contact for customer support requests. The successful candidate will possess excellent communication skills, technical knowledge, and problem-solving abilities.

">Key Responsibilities:
  • Ticket Management and Triage:
    • Monitor and manage a queue of incoming support tickets.
    • Assess, prioritize, and categorize tickets based on severity, impact, and urgency.
    • Triage issues to the appropriate internal teams when necessary while maintaining clear ownership until resolution.
  • Customer Support:
    • Respond promptly to email-based customer inquiries with professionalism and empathy.
    • Resolve common issues independently by following established support workflows and documentation requirements.
    • Collaborate with customers to gather relevant information, troubleshoot, and provide clear, actionable solutions.
    • Escalate complex or unresolved issues to higher-level support, ensuring all details are documented thoroughly.
  • Documentation and Reporting:
    • Maintain accurate, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions.
    • Contribute to the creation and improvement of knowledge base articles, FAQs, and user documentation.
    • Review, retest, and document a backlog of tickets to determine if issues persist or have been resolved.
    • Identify recurring issues and trends and report them to management for proactive resolution.
  • Learning and Software Expertise:
    • Rapidly learn and develop expertise with the client's CMMS application.
    • A deep understanding of this software is essential for success.
    • Stay updated on software updates, new features, and industry best practices to deliver accurate support.
  • Customer Experience:
    • Act as a customer advocate, ensuring user satisfaction and a positive support experience.
    • Communicate effectively and empathetically to build trust and maintain strong customer relationships.
    • Proactively follow up on open tickets to ensure timely resolution and customer success.
    Requirements
    • Education and Experience:
      • 2+ years of experience in customer support, helpdesk, or software support roles.
      • Experience managing support tickets in a CRM or ticketing system.
    • Technical Skills:
      • Ability to learn and understand business-centric software systems quickly.
      • Proficiency in Microsoft Office Suite and comfort using other software tools.
      • Basic understanding of software troubleshooting principles.
      • Basic understanding of data structures and databases.
    • Communication Skills:
      • Exceptional verbal and written communication skills in English.
      • Ability to explain technical concepts clearly and concisely to non-technical users.
    • Key Competencies:
      • Strong organizational and time management skills to manage multiple priorities.
      • Detail-oriented with excellent problem-solving and analytical skills.
      • Customer-first mindset with a positive, professional attitude.
      • Ability to work independently, adapt to change, and thrive in a fast-paced environment.
      Preferred Skills (Nice to Have):
      • Experience supporting SaaS-based software.
      • Familiarity with ticketing systems like Zendesk, Jira Service Desk, or ServiceNow.
      • Knowledge of CMMS or related software.
      • Prior experience in technical documentation or knowledge base content creation.

Work Schedule: Sunday to Thursday | 8:30 AM to 5:30 PM (Eastern European Time)

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