Technical Customer Care Specialist

16 hours ago

Paranaque City, Calabarzon, Philippines beBeeTroubleshooter Full time $60,000 - $90,000
Customer Experience Advocate

We're seeking a highly skilled technical support professional to join our team. As a Technical Support Specialist, you'll play a vital role in bridging the gap between customers, support teams, and developers.

You'll own escalated issues, investigate problems, collaborate across teams, and ensure timely resolutions for our customers.

This role combines technical troubleshooting skills with clear, empathetic communication. You'll work closely with Support Specialists, Engineers, and cross-functional teams to spot patterns, resolve issues, and improve the customer experience.

  • Handle escalated support tickets via email, chat, and phone.
  • Troubleshoot technical issues using internal tools, logs, and APIs.
  • Ensure compliance by protecting customer data when utilizing system tools.
  • Take ownership of escalations from start to finish, providing clear updates until resolution.
  • Collaborate with engineering and product teams for deeper investigation or fixes.
  • Partner with cross-functional teams to share knowledge, trends, and solutions.
  • Contribute to internal knowledge base articles and troubleshooting guides.
  • Assist in teaching new and existing support specialists.
  • Monitor and report on trends, outages, and critical issues.
About the Role
  • Strong problem-solving and analytical skills.
  • Ability to communicate complex technical details effectively.
  • Experience working in a fast-paced environment with multiple priorities.
  • Dependable follow-through on customer commitments.
  • Eagerness to learn new tools and processes.
  • Excellent writing and speaking skills.
  • Ability to recognize the bigger picture.

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