Customer Service Solutions Provider

1 day ago

Cavite City, Calabarzon, Philippines beBeeTechnical Full time $60,000 - $80,000
Job Overview

The role of a Technical Support Specialist involves being an integral part of our support team, responsible for providing assistance to customers and colleagues through delivering solutions.

Key Responsibilities:
  • Deliver prompt and friendly resolutions to customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software in a timely manner.
  • Diagnose and analyze complex problems with web-based software platforms.
  • Collaborate with cross-functional teams for advanced issue resolution.
  • Contribute to the development and maintenance of internal resources and customer-facing materials by working closely with the support team.
  • Provide guidance and training to junior support specialists as needed.
Requirements for Success:
  • A minimum of 2 years of SaaS troubleshooting experience in a fast-paced technical support environment.
  • The ability to rapidly learn and achieve mastery of web-based software applications.
  • Excellent interpersonal skills, including effectively communicating complex issues in high-pressure situations.
  • Strong analytical and investigative abilities, with a desire to go beyond surface-level understanding of issues brought to attention.
  • Fast typing speed and accuracy.
  • Proficiency in operating systems such as Mac and Windows.
  • Understanding of how to connect and troubleshoot custom domains.
Bonus Attributes:
  • A Bachelor's Degree in a relevant field or equivalent experience.
  • Previous experience mentoring/training staff members.
  • Advanced knowledge of Front End Web Development tools and technologies, including HTML, CSS, JavaScript, Liquid, SEO, and RSS, with a desire to continue advancing this knowledge.
  • Previous experience with CRM software and managing contact lists.
  • Advanced understanding of DNS, CNAME, and SSL protocols.
  • Advanced understanding of factors that impact email deliverability.
  • Previous experience with customer support platforms like Zendesk or other support portal tools.
  • Knowledge of API and Integrations.
Regular Meetings:

The Technical Support Specialist will meet weekly with the Technical Team Lead to discuss performance, identify areas for improvement, seek guidance, and address any concerns.

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