Technical Support Expert

7 hours ago

Batangas, Calabarzon, Philippines beBeeExpert Full time ₱5,100 - ₱6,200

Job Description:

We are seeking a skilled Technical Support Expert to join our team. This role involves providing expert technical support, feature explanations, and best practice guidance for our product. As a Technical Support Expert, you will work closely with customers, partners, and colleagues to ensure high client satisfaction and professionalism in a dynamic environment.

Your Key Responsibilities:

  • Provide technical support via phone, email, and chat channels.
  • Respond promptly to customer inquiries in accordance with SLAs.
  • Diagnose and resolve technical issues efficiently, escalating complex cases when necessary.
  • Stay updated with evolving technologies and adapt to process changes.
  • Participate in training to enhance skills and knowledge.
  • Share knowledge with the team and assist in training new members.
  • Deepen understanding of client products and services.
  • Ensure customer satisfaction through prompt responses.
  • Support team collaboration and take on additional responsibilities as needed.

About You:

  • You are a curious and authentic individual who embodies #beboldr.
  • Analytical thinker attentive to details.
  • Passionate about client satisfaction and creating exceptional experiences.

Requirements:

  • At least 3+ years of technical support experience, primarily supporting via email and chat.
  • General knowledge of web-based and mobile applications.
  • Experience with SaaS products.
  • Passion for creating exceptional customer experiences and exceeding expectations.
  • The ability to thrive in a dynamic environment.
  • Metrics-driven with experience handling high volumes of interactions.
  • Strong conflict resolution skills and even temperament.
  • Effective written communication skills, conveying tone appropriately.
  • Creative problem-solving abilities.
  • Excellent judgment and empathy.
  • A proactive attitude with minimal supervision.

Bonus Skills:

  • Support team initiatives and collaborate on projects.
  • Identify opportunities to contribute to team growth.
  • Gather and share customer insights to improve experience.
  • Passion for customer experience.
  • Experience working remotely as part of a team with little supervision.
  • Knowledge of SQL and databases.
  • Experience with log-monitoring tools like Datadog.
  • Proficiency in English (written and spoken).

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