Expert Technical Support Specialist

22 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeCustomer Full time ₱50,000 - ₱80,000
Global Support Role

Nulogy empowers Consumer Packaged Goods companies and their contracted network of manufacturers and packagers to reduce waste, costs, and better serve customers.

We partner with leading CPG organizations offering best-of-breed supply chain solutions. Our growth over the decade has earned recognition with awards such as Canada's Top Small & Medium Employers and Food Logistics Top 100 Software Provider.

You'll provide exceptional customer experience answering complex technical support questions from customers worldwide in EMEA time zones. This role focuses on being an expert on all Nulogy services, capable of assisting with intricate inquiries.

Acting as product experts, you'll empower customers with knowledge and guide them towards self-sufficiency through education and resources. If passionate about helping others and working in a fast-paced environment, this may be the right fit for you.

Main Responsibilities:
  • Support customers via email and phone daily
  • Manage customer expectations, following up on promises and commitments
  • Accurately log customer communications in our support ticket tracking tool
  • Understand customer business processes and software system processes, their relationships
  • Complete regular tasks for customers such as report creation
  • Ensure reported defects are thoroughly tested, replicated, and documented
  • Collaborate with the development support team to resolve incidents timely and within SLAs
  • Update internal and customer-facing knowledge base with new support articles, videos, and training material
  • Able to occasionally travel and visit customers
About You:
  • Experienced in providing excellent customer experiences
  • Willing to build strong rapport with customers and colleagues
  • Be friendly, empathetic, patient, and personable even under stressful circumstances
  • Have outstanding written and verbal communication skills
  • Can exercise problem-solving abilities creatively and systematically
  • Demonstrate great attention to detail, being an organized thinker
  • Strong technical, software, internet experience
  • Available for rotational on-call After Hours Support
  • 3+ years of customer/technical service experience
Nice to Have:
  • Knowledge of relational databases, SQL, Microsoft Excel
  • Experience in supply-chain, EDI, logistics, manufacturing, or packaging
  • Multilingual

We embrace diversity and recognize the importance of teams representing various backgrounds, perspectives, and skills. We encourage everyone to apply.

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