Technical Support Expert

2 days ago

Caloocan City, National Capital Region, Philippines beBeeSupport Full time $60,000 - $85,000
Software Support Specialist II Role Overview

This key position involves assisting partners in resolving product issues and questions. Working closely with cross-functional teams, the successful candidate will troubleshoot, resolve, and document issues to ensure a positive experience for partners using our products.

Key Responsibilities:
  • Delivers exceptional support to partners with meticulous attention to detail.
  • Conducts thorough research, analysis, and documentation to inform issue resolution.
  • Influences team members through explanations of facts, policies, and practices.
  • Engages with partners via various channels, including email, phone, chat, cases, and remote sessions.
  • Maintains a comprehensive knowledge base of products and services, providing expert support during interactions.
  • Discusses operational challenges and evaluates business data to identify opportunities for partners to optimize their strategies.
  • Guides junior team members and performs regular queue reviews.
  • Identifies and escalates trending issues and potential software defects to leadership and development.
  • Serves as an escalation point for complex issues.
  • Contributes written articles to internal and external knowledge bases.
  • Escalates urgent situations to appropriate teams.
  • Documents partner interactions, troubleshooting, and results in a clear and concise manner.
  • Manages a queue of resolving support cases.
  • Applies best practices and provides solutions based on diagnosis of the problem.

Join us in delivering world-class support and driving business success

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