Support Experience Expert

3 days ago

Mabalacat, Central Luzon, Philippines beBeeCustomer Full time $60,000 - $75,000
Global Support Specialist

We are seeking an exceptional support specialist to provide outstanding customer experiences. As a key member of our team, you will be responsible for answering complex technical queries and empowering customers with product knowledge.

Key Responsibilities:

  • Provide timely and effective support via email and phone
  • Manage customer expectations and follow up on promises
  • Accurately log all customer communications in our ticket tracking tool
  • Understand customer business processes and software system processes
  • Complete tasks for customers including report creation
  • Ensure reported defects are thoroughly tested and documented
  • Collaborate with the development team to resolve incidents efficiently
  • Update internal and customer-facing knowledge bases with new support articles and training material
  • Occasionally travel to visit customers

Requirements:

  • Excellent understanding of providing a high level of customer service
  • Strong rapport-building skills with customers and their employees
  • Friendly, empathetic, patient, and personable under stressful circumstances
  • Outstanding written and verbal communication skills
  • Ability to exercise critical thinking skills creatively and systematically
  • Great attention to detail and organizational thinking
  • Technical, software, and internet experience
  • Availability for rotational on-call support
  • 3+ years of customer/technical service experience

Nice to Have:

  • Knowledge of relational databases and Microsoft Excel
  • Experience in supply-chain, logistics, or manufacturing
  • Multilingual

Our Culture:

  • Embracing diversity and inclusivity in the workplace
  • A culture that values teamwork, collaboration, and continuous learning

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