Technical Client Experience Specialist

1 day ago

Mabalacat, Central Luzon, Philippines beBeeClientFocused Full time $45,000 - $60,000
Job Description:

This role involves providing technical support to customers through various channels. The Technical Support Advocate works in a fast-paced environment, focused on delivering exceptional client experiences.

The ideal candidate will be able to maintain composure under pressure, operate efficiently, and exhibit professionalism in their interactions with clients.

The team is seeking impact-driven individuals who are passionate about helping the company grow and achieve its Purpose.

The successful candidate will become an integral partner in the team's success by consistently giving their 110%, sharing their talents and quirks, and championing the core values of Curiosity, Dynamism, and Authenticity.

Responsibilities:
  • Provide technical assistance to customers via phone, email, and chat.
  • Respond promptly and professionally to customer inquiries and alerts within agreed Service Level Agreements (SLAs).
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support teams.
  • Stay up-to-date with emerging technologies and adapt quickly to process changes.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Share knowledge with the team and assist in training new team members.
  • Develop a deep understanding of client products and services.
  • Respond effectively to customer service inquiries or questions to ensure satisfaction.
  • Collaborate with and support team members when needed.
  • Take on additional tasks or responsibilities as required to meet team objectives.
Requirements and Qualifications:

The ideal candidate will possess:

  • At least 3 years of experience in technical support, primarily supporting customers via email and chat.
  • General knowledge of web-based and mobile applications.
  • General knowledge and experience of Software as a Service (SaaS) products.
  • Passion for creating exceptional customer experiences and using challenging situations as opportunities to exceed expectations.
  • Ability to thrive in a dynamic and evolving environment.
  • Metrics-driven approach with proven ability to handle high volumes of customer interactions.
  • Strong conflict resolution skills and even temperament in challenging situations.
  • Ability to understand and convey tone via written communications.
  • Creative problem-solving skills.
  • Impeccable judgment to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
  • Empathy and a genuine concern for customers' needs.
  • Proactive attitude and ability to work with minimal supervision.
Benefits:
  • Private Health Insurance
  • Paid Time Off
  • Training and Development Opportunities
Additional Requirements:

The successful candidate will also have:

  • Support the team by executing initiatives and collaborating on projects.
  • Identify areas of opportunity to contribute to the team's growth.
  • Acquire valuable customer insights and share them with the team to improve education and experiences.
  • General knowledge and experience of SQL and databases.
  • Working knowledge of Datadog or other log-monitoring software.
  • Proficiency in English written and spoken.

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