Help Desk Representative

3 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomer Full time $45,000 - $60,000
Job Overview

We are seeking a dedicated professional to join our team as a Customer Support Specialist. This role involves providing exceptional customer support to residents and partners, while contributing to the configuration of our platform and internal business support.

Responsibilities:
  • Email & ticket support: Respond to inquiries within 4 business hours and resolve most issues within 1-2 days, using a friendly, informative, and solutions-oriented tone.
  • Bug handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Ensure communities remain safe and on-guideline (real-time to 2-hour response window).
  • Smoke testing (pre/post release): Run checks before each release or configuration push.
  • Troubleshooting/impersonation: Reproduce issues, assist users, and close cases within agreed SLAs.
  • Trackers: Maintain daily logs of issues, fixes, and trends.
  • Platform Configuration:
    • Community setup: Configure new communities/buildings for onboarding (target: within 2 business days).
    • Content & settings: Update content, conduct light research, and support planning (24-48 hours turnaround).
    • Data import: Upload/migrate resident/property/community data (48-72 hours turnaround).
    • Configuration trackers: Log work and changes as they occur.
    • Business Support:
      • MBR support: Draft inputs for Monthly Business Review decks by the 1st of each month.
      • Presentation: Provide data & insights at least 48 hours before presentation timelines.
      • Time & capacity: Update weekly time tracking to support capacity planning.
      • Cross-functional help: Jump in within 1 business day to support adjacent support/config tasks as needed.
      Success Metrics (SLAs & Quality Bars)
      • Email acknowledgment: ≤ 4 business hours; typical resolution 1-2 days
      • Moderation responses: Real-time to 2 hours
      • Bug reporting: Within 24 hours; track to closure
      • Community setup: ≤ 2 business days
      • Content/settings updates: 24-48 hours
      • Data imports: 48-72 hours
      • MBR draft inputs: By the 1st of each month
      • Trackers: Updated daily/weekly as specified

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