Global Technical Support Expert

2 days ago

Province of Palawan, Mimaropa, Philippines beBeeSupport Full time $50,000 - $70,000

We are seeking a talented Technical Support Expert to join our team. In this role, you will be responsible for delivering exceptional technical and functional support to customers.

You will work alongside an existing team of Support Specialists, assisting clients with product configurations, troubleshooting, and best practices to maximize the value of the software.

This is a remote role, and candidates should be able to work standard CET working hours. You will collaborate with multiple teams, including Customer Success, Implementation, Product, and Tech, ensuring efficient service delivery.

Key Responsibilities:
  • Provide top-tier support by resolving customer queries on product configuration, reporting, and integrations.
  • Assist in defining and maintaining performance standards, including SLAs and best practices for ticket handling.
  • Collaborate with internal teams to enhance support processes and technical troubleshooting.
  • Maintain up-to-date knowledge of new product features and API integrations.
  • Act as an escalation point for complex customer issues, offering guidance and resolution strategies.
  • Identify and implement tools and automation to optimize resource efficiency.
  • Contribute to internal documentation, including support procedures and training materials.
  • Stay informed about product updates and ensure accurate communication with customers.

To succeed in this role, you will need strong analytical and problem-solving skills, excellent communication and interpersonal skills, and a customer-centric mindset.

Requirements:
  • 3-5 years of experience in technical support or customer service within banking, fintech, or core banking software.
  • Strong understanding of APIs, payments integrations, and best practices in technical support.
  • Knowledge of accounting principles is a plus.
  • Experience with customer support software (ideally Zendesk) and SLA/KPI management.
  • Proactive approach to continuous improvement and process optimization.
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication and interpersonal skills, with a customer-centric mindset.
  • Experience working remotely and collaborating across functions.
  • Proficiency in English and expertise in MS Excel.
What We Offer:
  • Competitive compensation.
  • Flexibility in working location.
  • Opportunity to collaborate with a global team and customers.
  • Work with a successful, globally applied SaaS business model.
  • Inclusive and diverse work environment that values growth and development.

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