Support Resolution Expert

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeResolution Full time $50,000 - $70,000

Job Title: Support Resolution Expert

About the Role

We're seeking a skilled professional to fill the position of Support Resolution Expert. This role is responsible for bridging customers, support teams, and developers by owning escalated issues from start to finish and providing timely resolutions.

The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and experience in live chat technical support for software/SaaS platforms. They will be able to translate complex technical details into understandable language for non-technical audiences.

Responsibilities
  • Resolve escalated support tickets via email, chat, or phone for customers.
  • Troubleshoot technical issues using internal tools, logs, and APIs.
  • Evaluate customer data protection when utilizing system tools.
  • Take ownership of escalations from start to finish.
  • Collaborate with engineering and product teams on deeper investigations or fixes.
  • Partner with cross-functional teams across multiple brands.
  • Develop and contribute to internal knowledge base articles and troubleshooting guides.
Qualifications
  • One year of experience in live chat technical support for software/SaaS platforms.
  • Excellent problem-solving and analytical skills.
  • Ability to communicate technical information to non-technical individuals.
  • Experience working across teams, departments, or multiple brands.
This Role Is For You If
  • You have a passion for solving complex technical problems.
  • You enjoy communicating technical information to non-technical audiences.
  • You are proactive and able to work independently.
  • You thrive in fast-paced environments and can handle pressure well.

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