Technical Support Consultant

7 days ago

Rizal, Philippines beBeeCustomer Full time ₱550,000 - ₱750,000

The Software Support Specialist II role involves assisting partners in resolving product issues or questions. This position works closely with cross-functional teams to troubleshoot, resolve, and document issues, ensuring a positive experience for our partners.

Key Responsibilities:
  • Provide high-quality support to partners with a focus on attention to detail
  • Research, analyze, and document findings to ensure accurate resolutions
  • Influence others through the explanation of facts, policies, and practices
  • Interact with partners via email, phone, chat, cases, and remote sessions to provide timely support
  • Maintain a comprehensive knowledge base of products and services, providing high-quality support during each interaction
  • Discuss operational challenges with partners, evaluating business data to identify areas of opportunity for optimization
  • Guide junior team members, performing regular queue reviews to ensure quality support
  • Evaluate trending issues and potential software defects, escalating them to leadership and development
  • Serve as an escalation point for complex issues
  • Contribute to written articles for internal and external knowledge bases
  • Identify and escalate urgent situations to appropriate teams
  • Document partner interactions, troubleshooting, and results in a clear and concise manner, reporting customer feedback to Engineering
  • Manage a queue of resolving support cases
Requirements:
  • Ability to work independently on projects and processes with general supervision
  • Practical knowledge of applicable work area
  • Capacity to adapt to new technology and processes as per partner requirements
  • Strong desire to help partners and peers
  • Excellent written and verbal communication skills
  • Strong interpersonal skills and willingness to collaborate with multiple cross-functional teams
  • Organized and strong attention to detail
  • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Education and Experience:
  • Bachelor's degree in a related field or equivalent business experience
  • 2+ years of relevant experience
  • Preferred: 1+ years of experience working in a technical service-oriented position
Working Conditions:
  • Minimal travel may be required

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