Technical Support Expert
5 days ago
About the Role
We are seeking a highly skilled Technical Support Representative to join our team at YourMembership Limited Corporation (Cebu) powered by Momentive Software in Cebu. In this full-time role, you will be responsible for providing exceptional technical support and assistance to our valued customers, ensuring they have a seamless and positive experience with our products and services.
Key Responsibilities
- Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses
- Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
- Embrace a collaborative work environment where we interact with other teams to continuously enhance our knowledge of our platform and service offerings
- Strive to increase the rate and speed of ticket resolution
- Track cases in ticketing system with appropriate and accurate information
- Escalate inquiries when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution
- Stay current with platform/system information, changes, and updates
- Triage customer issues, debug, and find workarounds if possible
- Improve the client experience through excellent customer interaction
- Submit and comment on bug reports and feature requests based on customer interactions
- Maintain high ticket performance and satisfaction
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