Technical Support Expert

2 hours ago

Baguio City, Cordillera, Philippines beBeeTroubleshooter Full time $60,000 - $80,000
Job Overview

We're seeking a skilled Technical Support Expert to join our team. This role involves bridging the gap between customers, support teams, and developers.

The ideal candidate will own escalated issues from start to finish, investigate problems, collaborate across teams, and ensure timely and accurate resolutions for our customers.

This is a customer-facing position that requires technical troubleshooting skills combined with clear and empathetic communication.

You'll work closely with cross-functional teams to identify patterns, resolve issues, and improve the customer experience.

  • Handle escalated support tickets via email, chat, and phone to support customers.
  • Troubleshoot technical issues using internal tools, logs, and APIs to find the root cause.
  • Ensure compliance – making sure customers are responsible texters and their data is protected when using system tools.
  • Take ownership of escalations from start to finish – providing clear and thorough updates until resolution.
  • Collaborate with engineering and product teams when deeper investigation or fixes are needed.
  • Partner with cross-functional teams to share knowledge, trends, and solutions.
  • Contribute to knowledge base articles and troubleshooting guides, documenting recurring issues and solutions to reduce future escalations.
  • Assist in teaching support specialists by sharing advanced troubleshooting steps and best practices.
  • Monitor and report on trends, outages, and critical issues to leadership.
Requirements
  • A minimum of one year's experience in live chat technical support for a software/SaaS platform (or equivalent).
  • Strong problem-solving and troubleshooting skills, with the ability to find creative solutions.
  • Excellent written and verbal communication skills, with the ability to translate complex technical details to non-technical audiences.
  • Ability to work effectively in cross-functional environments and adapt to changing priorities.
  • Dependable, with strong follow-through on commitments.
  • Eagerness to learn new tools, systems, and processes quickly.
  • Proven experience working autonomously and in cross-regional environments.

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