Technical Advocate

24 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomerSupport Full time ₱4,000 - ₱6,000
Customer Support Specialist

About Us
We are a leading global communications platform, empowering businesses to connect with their customers through innovative solutions.

Career Overview

In this role, you'll be the bridge between our customers and our support teams, owning escalated issues end-to-end. You'll investigate problems, collaborate across teams, and ensure timely and accurate resolutions for our customers.

This is a customer-facing role where you'll combine technical troubleshooting skills with clear communication, working closely with Support Specialists, Engineers, and cross-functional teams.

Duties
  • Handle escalated support tickets via email, chat, or phone to support our customers.
  • Troubleshoot technical issues using internal tools, logs, and APIs to identify root causes.
  • Maintain compliance by ensuring customers use system tools responsibly and securely.
  • Take ownership of escalations from start to finish, providing clear updates until resolution.
  • Collaborate with engineering and product teams when deeper investigation or fixes are needed.
  • Partner with cross-functional teams to share knowledge, trends, and solutions.
  • Contribute to internal knowledge base articles and troubleshooting guides.
  • Assist in training new and existing support specialists on advanced troubleshooting steps and best practices.
  • Monitor and report on trends, outages, and critical issues to leadership.

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