Customer Support Expert

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeCustomerSupport Full time ₱799,040 - ₱1,195,024
About the Role

This is a Customer Support Expert position, where you will be working with our Client Experience team and responsible for gathering information from clients and ensuring their continued support and success after implementing our Payroll Solution.

Key Responsibilities
  • Responding to and resolving client tickets, calls and queries related to the Payroll Platform in a timely manner.
  • Assisting and collaborating with the wider team to provide best practice system use and education to all clients.
  • Proactively analysing and understanding product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
  • Conducting/triaging client support issues and assigning to the appropriate team or resolving where possible.
  • Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
Requirements
  • 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
  • Relevant Australian payroll experience, e.g. KeyPay/Employment Hero.
  • Prior exposure to client experience within a SaaS (Software as a Service) environment.
  • Exposure to working in fluid, high-change and high-velocity environments.
  • Problem-solving skills with a sound and thorough approach to troubleshooting.
  • Ability to manage competing priorities, working autonomously; requesting assistance where needed.
What We Offer
  • A remote work environment, with flexibility to own your time and impact.
  • Cutting-edge tools to amplify your work, knowledge and outputs.
  • A diverse and ambitious team who challenge you to do the best work of your life.
  • ESOP (employee share options) in one of the world's fastest-growing tech companies.
  • A wide range of benefits, including generous paternity leave policy, subsidised egg freezing, WFH office expense budget, and outstanding learning & development opportunities.

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