Technical Support Specialist

1 day ago

Baguio City, Cordillera, Philippines beBeeTechnical Full time ₱4,000,000 - ₱8,000,000

Job Overview:

Technical Support Specialist

We are seeking a skilled Technical Support Specialist to join our team. This role involves providing world-class technical support to customers via various channels, including telephone, email, and chat.

Key Responsibilities:

  • Provide timely and effective resolution of escalated technical issues for customers
  • Maintain consistent ticket quality, achieving agreed-upon targets for monthly reviews
  • Proactively support users of our products, ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction
  • Attend regular meetings with support leadership teams to provide meaningful input from customers
  • Identify and escalate issues and trends to support leadership and tier 3 teams
  • Share knowledge across the team through informal training and team meetings & stand-ups
  • Support the Quality and Knowledge team in creating training modules
  • Point of contact for shadowing new team members
  • Project work during quieter periods to improve team knowledge and processes
  • Prioritize escalated tickets to the Tier 3 team
  • Ensure efficient transfer of information between Tier 1 and support leadership teams
  • Work closely with our Integrations Team

Required Skills and Qualifications:

  • Excellent communication and interpersonal skills
  • Ability to translate technical information into customer-friendly explanations
  • Strong problem-solving and analytical skills
  • Capacity to manage multiple priorities and tasks
  • Experience working in a similar role or industry
  • Subject matter expertise in our Assessment Products and services

Benefits:

This role offers a unique opportunity to make a significant impact on customer satisfaction and experience. You will have the chance to develop your skills and knowledge, work with a talented team, and contribute to the success of our organization.

About Us:

Our company is committed to providing exceptional customer service and support. We strive to create a positive and inclusive work environment that fosters growth and development.

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