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Technical Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines Yext Full time
Job Overview

We are seeking a highly skilled Technical Support Specialist to join our team at Yext. As a key member of our Support Team, you will be responsible for providing exceptional technical support to our clients, ensuring they have a seamless experience with our digital presence platform.

Key Responsibilities
  • Provide timely and accurate technical support to clients via email, phone, and chat.
  • Develop and implement effective ticket management strategies to meet Service Level Agreement (SLA) requirements.
  • Configure and manage client data on our platform, ensuring accuracy and efficiency.
  • Troubleshoot complex product and publisher issues, escalating bugs to internal teams as needed.
  • Identify and surface trending customer/product issues, driving UI/UX improvements and new functionality through client feedback.
  • Create Macros for repeat requests and contribute to Help Center articles.
  • Specialize in a product or feature, becoming a Subject Matter Expert through training and documentation.
  • Collaborate with cross-functional teams to deliver exceptional service and exceed client expectations.
Requirements

To succeed in this role, you will need:

  • Bachelor's degree or equivalent experience.
  • 1+ years of professional work experience in customer support or a related field.
  • Strong proficiency in Excel and SQL, with knowledge of Zendesk.
  • Excellent problem-solving skills, with the ability to analyze complex ideas and communicate effectively.
  • Detail-oriented and organized, with a process-driven approach.
  • A knack for synthesizing technical concepts into digestible information.
  • Outstanding interpersonal skills, with the ability to communicate complex issues across departments.