Technical Service Representative

2 days ago

Cainta, Calabarzon, Philippines beBeeCustomer Full time $60,000 - $80,000
Customer Support Specialist Job Description

As a key member of our support team, you will be responsible for providing exceptional customer service and technical assistance to our clients. You will work closely with our research and development team to resolve complex issues and provide innovative solutions.

Key Responsibilities:
  • Provide timely and effective support to customers via phone, email, and chat.
  • Communicate clearly and proactively with customers and teammates to share updates, manage expectations, and ask questions early.
  • Collaborate with the support team to respond to customer inquiries and concerns.
  • Act as a liaison between customers and our research and development team to ensure seamless issue resolution.
  • Represent our organization with professionalism and empathy in every interaction.
Required Skills and Qualifications:
  • Bachelor's degree in Business, Communications, Information Technology, or a related field.
  • Strong written and verbal communication skills; able to explain technical ideas to non-technical people.
  • A positive attitude and focus on providing great customer service.
  • Good problem-solving and analytical thinking skills.
  • Ability to manage time well and work with others to reach team goals.
  • Flexibility and openness to change in a fast-moving environment.
  • Interest in learning and growing your business and technical skills.
  • Respect for others and commitment to a positive, ethical workplace.
What You Will Do:Customer Support and Communication:
  • Provide support to customers via phone, email, and chat, using your knowledge of our products to troubleshoot and resolve issues.
  • Communicate clearly and proactively with customers and teammates to share updates, manage expectations, and ask questions early.
  • Collaborate with the support team to respond to customer inquiries and concerns.
  • Act as a liaison between customers and our research and development team.
  • Represent our organization with professionalism and empathy in every interaction.
Information Management and Problem Solving:
  • Record, track, and update customer requests through resolution.
  • Help maintain and improve our knowledge base by updating and creating helpful articles.
  • Share customer feedback to support product improvements and future enhancements.
  • Meet or exceed performance goals for case volume, turnaround time, and customer satisfaction.
  • Build multitasking skills to manage multiple requests and ensure timely follow-up.
Teamwork and Growth:
  • Our team offers clear, structured career paths – so you'll always know how to grow and what it takes to get there.
  • Become a subject matter expert on at least one of our products and help train new team members.
  • Take part in team activities and training to learn and feel included.
  • Set and work toward goals for yourself, your team, and the company.
  • Thank and recognize coworkers when they help or do great work.
  • Be ready to help with other tasks when asked, even if they're not part of your usual job.

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