Technical Client Experience Champion

7 days ago

Rizal, Philippines beBeeImpact Full time $60,000 - $80,000
Job Title: Senior Technical Support Advocate

A key role at our organization is to deliver exceptional client experiences and create opportunities for meaningful work in diverse communities worldwide.

Our team is united by a shared desire to connect people with common values and make a bold impact.

  • Authenticity is the foundation of meaningful connections.
  • We excel when we approach challenges with curiosity.
  • Dynamism drives growth and innovation.
  • Our success relies on balancing ambitious vision with operational excellence.
  • Empathy is at the heart of successful partnerships.

This position provides hands-on technical support, feature explanations, and best practice guidance for our product. The environment focuses on supporting customers, partners, and colleagues in a fast-paced setting.

To be successful, you must maintain efficiency, professionalism, and understanding of our services and team needs to deliver top client satisfaction.

At our organization, we seek individuals who are passionate about making an impact and helping us grow. Our team members are expected to give their best, share their talents and quirks, and champion our core values: Curious, Dynamic, and Authentic.

Key Responsibilities:

  • Provide technical support via phone, email, and chat.
  • Respond promptly to inquiries in line with SLAs.
  • Diagnose and resolve technical issues efficiently.
  • Escalate complex issues appropriately.
  • Stay updated with evolving technologies and process changes.
  • Participate in training to enhance skills.
  • Share knowledge with the team and assist in onboarding new members.
  • Deeply understand our products and services.
  • Ensure customer satisfaction through prompt responses.
  • Support and collaborate with team members.
  • Take on additional tasks as needed.

Requirements:

  • At least 3 years of technical support experience, supporting customers via email and chat.
  • Basic knowledge of web and mobile applications.
  • Experience with SaaS products.
  • A passion for creating exceptional client experiences.
  • Ability to thrive in a dynamic environment.
  • Metrics-driven with high-volume interaction handling skills.
  • Strong conflict resolution and communication skills.
  • Creative problem-solving abilities.
  • Good judgment and empathy.
  • Proactive with minimal supervision.

Plus Requirements:

  • Support team initiatives and projects.
  • Identify opportunities for contribution and growth.
  • Gather and share customer insights for continuous improvement.
  • Experience working remotely with little supervision.
  • Knowledge of SQL and databases.
  • Experience with log-monitoring tools like Datadog.
  • Proficiency in English (written and spoken).

Benefits:

  • Private Health Insurance
  • Paid Time Off
  • Training & Development

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