Support Analyst

2 weeks ago


Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. Full time

Outsourced Quality Assured Services Inc. is seeking a highly motivated Support Analyst to join our remote support team. As a key member of our team, you will be responsible for providing technical support to customers via chat, ensuring seamless interactions with our platform.

About the Role

This is an exciting opportunity to join our team as a Support Analyst, providing technical support to customers across various industries. With a focus on customer satisfaction, you will be responsible for resolving technical issues, answering queries, and ensuring efficient interactions with our platform.

Key Responsibilities
  • Provide technical support to customers via chat, addressing their concerns and resolving technical issues efficiently.
  • Handle multiple chat conversations simultaneously, maintaining quick response times and high levels of customer satisfaction.
  • Guide users on common queries, including platform navigation, billing, and onboarding processes.
  • Collaborate with cross-functional teams to resolve complex technical issues and improve overall customer experience.
  • Maintain accurate records of customer interactions, escalations, and resolutions in CRM tools like Zendesk and Discord.
Requirements
  • 1+ year of experience in a customer support or technical support role, preferably in a SaaS, cloud, or AI-related company.
  • Basic understanding of ssh, linux, sql scripting.
  • Ability to multitask efficiently, handling multiple chat conversations at a time.
  • Strong communication skills with the ability to explain technical concepts in a simplified manner.
  • Experience using CRM and support tools for issue tracking and escalation.

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