Technical Support Expert Manila
6 days ago
As a Technical Support Specialist at Yext, you will be responsible for providing post-implementation technical and consultative support to our clients via email, phone, and chat. Your primary goal will be to assist our clients in using the Yext platform effectively, troubleshoot reported product and publisher issues, and provide accurate information to customers. You will also work cross-functionally with Client Success Managers, Platform Services, and technical teams at Yext to deliver exceptional service and ensure we are exceeding client expectations.
Key Responsibilities
Provide prompt, friendly, and accurate technical support to our clients via various communication channels. Develop ticket management strategies and ensure adherence to the SLA. Troubleshoot reported product and publisher issues to diagnose and provide accurate information to customers. Identify and surface trending customer/product issues and drive UI/UX improvements and new functionality by surfacing client feedback to Product. Help increase efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center. Specialize in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviors. Work closely with internal teams to deliver exceptional service and ensure we are meeting or exceeding quarterly targets.
Requirements
1+ years of professional work experience in a customer support/contact center environment. Strong proficiency in Excel, SQL a plus. Knowledge of ZenDesk. Strong problem-solving orientation. Proficient in data analysis and manipulation. Detail-oriented, organized, process-driven. Ability to think creatively about, analyze, and understand complicated and abstract ideas. Excellent written and verbal communication skills that can be tailored to a broad range of requesters. Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures.
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