Technical Service Expert

18 hours ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomer Full time ₱700,000 - ₱1,100,000
Global Support Representative

This role focuses on supporting EMEA time zones and providing exceptional customer experience.

You will be an expert on all of our services, assisting with challenging inquiries and acting as product experts to guide customers to self-sufficiency through education and resources.

  • Supporting customers via email and phone with day-to-day inquiries
  • Managing customer expectations and following up on promises and time commitments
  • Accurately logging customer communications in our support ticket tracking tool
  • Understanding customer business processes and software system processes
  • Completing regular tasks for customers, such as report creation
  • Ensuring reported defects are thoroughly tested, replicated, and documented
  • Collaborating with our development support team to resolve incidents timely and within SLA's
  • Updating internal and customer-facing knowledge base with new support articles, videos, and training material
  • Able to occasionally travel and visit customers

About You:

  • Strong understanding of providing excellent customer service
  • Eager to build strong rapport with customers and their employees
  • Friendly, empathetic, patient, and personable even under stressful circumstances
  • Outstanding written and verbal communication skills
  • Ability to exercise critical thinking and problem-solving skills
  • Strong technical, software, and internet experience
  • Available for rotational on-call After Hours Support
  • Minimum 3 years of customer/technical service experience

Nice to Have:

  • Knowledge of relational databases, SQL, Microsoft Excel
  • Experience in supply-chain, EDI, logistics, manufacturing, or packaging
  • Multilingual

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