Technical Support Associate

2 days ago

Marikina City, National Capital Region, Philippines beBeeCustomerSupport Full time $5,000 - $5,500

We're seeking a skilled Technical Support Associate to join our dynamic team. As the frontline of our commitment to excellence, you'll engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise.

Job Description

This role involves receiving, prioritizing, and managing customer support inquiries via multiple channels. You'll ensure accurate documentation of customer interactions and resolutions, work closely with the ticket and technical support team to troubleshoot and resolve software-related issues, and communicate with customers to gather necessary information and provide updates on their inquiries and issues.

Main Responsibilities:
  • Receive and prioritize customer support inquiries across various channels.
  • Accurately document customer interactions and resolutions for future reference.
  • Collaborate with the technical support team to troubleshoot and resolve software-related issues efficiently.
  • Communicate effectively with customers to gather necessary information and provide timely updates on their inquiries and issues.
Key Skills and Qualifications:
  • 3+ years of experience in a technical support or similar role.
  • High school diploma or equivalent; bachelor's degree preferred.
  • Excellent verbal and written communication skills.
  • Basic grammar skills and average typing speed (40-60 WPM).
  • Strong problem-solving and conflict resolution skills.
  • Proficient in using customer service software and databases.
  • A heart for customers, empathy, and a go-getter attitude to help them resolve their issues.
Benefits:
  • Customer satisfaction ratings, including CSAT and NPS.
  • Average time to resolve customer issues.
  • Average number of issues resolved.

Effectiveness in this role will be measured by these key performance indicators. We're looking for someone who is passionate about delivering exceptional customer experiences and has a strong background in technical support.

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