Technical Support Expert

2 weeks ago

Manila, National Capital Region, Philippines Satori Executive Training OPC Full time

About Satori Executive Training OPC

We are a multinational leader in fleet performance management, establishing our operations in the Philippines and seeking members for our pioneering team.

Job Overview

In this Technical Support Specialist role, you will play a key part in delivering high-quality support services to our customers, dealers, and installers. Working closely with the Customer Relationship team, you will ensure timely updates on open cases and maintain effective communication.

This position involves providing training and guidance to customers via phone and email, helping them maximize the value of our solutions. As an active member of the team, you will contribute to fostering a productive, professional, and innovative culture that values openness, friendliness, and sustainability.

Key Responsibilities

  • You will engage directly with customers, installers, and dealers through various channels, including phone, email, and in-person interactions;
  • Provide initial Depot training to new customers when their first unit is installed;
  • Respond promptly to customer inquiries, ensuring issues are handled efficiently;
  • Gather and assess relevant information to accurately diagnose and resolve customer issues. You will manage fault resolution processes, conduct audit reports on faulty units, and record actions taken;
  • Identify and escalate urgent issues with well-documented notes for quick resolution;
  • Proactively follow up on escalated cases to keep customers informed of progress; and
  • Ensure all customer interactions are handled with professionalism, accuracy, and efficiency.

System & Product Knowledge

  • Stay updated on system information, updates, and changes to provide accurate support;
  • Maintain a deep understanding of client's products, services, and troubleshooting procedures; and
  • Ensure customers are informed of new features and enhancements.

Testing & Feature Improvement

  • You will participate in Operational Acceptance Testing (OAT) of new software features to enhance support capabilities;
  • Provide valuable feedback on new product features based on real customer experiences;
  • Assist in identifying potential system improvements to optimize the customer experience.

Key Qualifications

  • 3+ years of experience in a help desk or technical support role within a fast-paced technical environment;
  • Solid experience using Salesforce or similar software;
  • Experience in Saas (software as a service);
  • Willingness to work in the US Shift (shifts start anywhere from 8:00pm to 12:00 midnight);
  • Strong interpersonal and communication skills (verbal & written);
  • A positive attitude with a good sense of humor and willingness to jump in as needed in a fast-growing company;
  • A customer-centric mindset, able to advocate for both business and user needs;
  • High adaptability and comfort working in a dynamic environment;
  • Exceptional organizational skills, with keen attention to customer-critical details and a strong sense of urgency;
  • Analytical and structured problem-solver, with a methodical approach to troubleshooting.

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