Expert Technical Problem Solver

3 days ago

Quezon City, National Capital Region, Philippines beBeeTroubleshooter Full time $50,000 - $75,000
Job Title

Technical Support Specialist


Overview

The Technical Support Specialist is a critical team member who delivers assistance to customers and teammates by providing solutions. This role reports to a Technical Team Lead.

Key Responsibilities
  • Resolve customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software in a timely manner.
  • Analyze and diagnose complex problems with the Kajabi platform.
  • Collaborate with cross-functional teams for advanced issue resolution.
  • Develop and maintain internal resources and customer-facing materials.
  • Provide guidance and training to support specialists as needed.
Attributes for Success
  • Experience in troubleshooting SaaS applications in a fast-paced technical support environment.
  • Ability to rapidly learn and achieve mastery of web-based software.
  • Excellent interpersonal skills for communicating complex issues in time-sensitive situations.
  • Strong analytical and investigative ability with a desire to delve beyond surface-level understanding of issues.
  • Proficiency in Mac & Windows operating systems and custom domain troubleshooting.
Bonus Qualifications
  • A degree in MIS, Computer Science, or related field or equivalent experience.
  • Previous experience mentoring/training staff.
  • Advanced knowledge of Front End Web Development tools and technologies, including HTML/CSS/Javascript/Liquid/SEO/RSS, and a desire to continue advancing this knowledge.
  • Experience with CRM software and managing contact lists.
  • Advanced understanding of DNS, CNAME, and SSL.
  • Understanding of email deliverability factors.
  • Experience with customer support platforms like Zendesk or other support portal tools.
  • Knowledge of API & Integrations.
Regular Check-Ins

This role involves regular meetings with the Technical Team Lead to discuss performance, identify areas for improvement, seek guidance, and address concerns. These meetings aim to align on expectations and provide support.

Team Benefits
  • HMO Paid 100%.
  • Mental healthcare coverage.
  • Company device.
  • Team appreciation fund.

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