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E-commerce Experience Manager

1 week ago

Makati City, National Capital Region, Philippines Luigi's Box Full time

Welcome to Luigi's Box, where we're redefining e-commerce with AI-driven search and discovery solutions As a Technical Support Specialist - Late Shift, you'll play a vital role in ensuring seamless interactions between customers and our innovative products.

You'll work closely with our talented team to deliver exceptional support experiences, leveraging your analytical and problem-solving skills to diagnose technical issues and provide effective solutions. Your strong communication skills will empower you to craft clear and concise responses, guiding customers through our complex systems.

The role operates during late hours (approx. 23:00 PM – 7:00 AM CET), corresponding to 6:00 AM – 2:00 PM Jakarta time (Indonesia, UTC+7). This position bridges L1 and L2 support, handling client communication, troubleshooting, resolving technical issues, and escalating complex cases when necessary.

About the Role
  • Deliver top-notch customer support via live chat and email, providing timely and accurate resolutions to customer inquiries.
  • Run initial troubleshooting of issues, proactively diagnosing problems and determining next steps.
  • Guide users toward solutions, explaining complex topics in simple terms.
  • Escalate complex issues to product and integration teams, tracking progress and communicating updates to customers.
  • Document common issues and contribute to the knowledge base.
Requirements
  • Professional English language skills (both written and spoken).
  • Willingness to operate during late hours (11 PM – 7 AM CET), corresponding to 6 AM – 2 PM Jakarta time (Indonesia, UTC+7).
  • Customer service experience is a plus, especially in roles involving direct communication with customers.
  • Strong analytical and decision-making skills to quickly diagnose technical issues and determine the best course of action.
  • Adaptability and flexibility in a fast-changing environment—our processes evolve rapidly, so an open-minded and proactive approach is key.