Become a Customer Support Champion

2 days ago

Quezon City, National Capital Region, Philippines beBeeSupport Full time $40,000 - $50,000

Discover a fulfilling career as a Support Specialist in our dynamic team.

">Job Title: Support Specialist

As a crucial member of our organization, you will play a vital role in delivering exceptional customer support and driving business success.

The work you do with our team will directly impact the lives of millions by connecting people with the care, benefits, data, and resources they need to thrive.

Our teams are passionate about advancing health optimization on a global scale. As a Support Specialist, you will be part of a collaborative environment that fosters growth, learning, and innovation.

Primary Responsibilities:
  • Provide prompt, professional, and efficient technical support through various channels, including calls, chats, and web portals in a high-volume call center setting.
  • Diagnose and troubleshoot hardware, software, printing, and network connectivity issues, offering effective solutions over the phone, via chat, or email.
  • Assist end-users with their devices, contact center solutions applications, collaboration tools such as WebEx and Jabber.
  • Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise-supported browsers, Java Plug-ins) using a comprehensive knowledge base and escalate issues to internal support teams when necessary.
  • Expertly manage inbound technical contacts, balancing customer service, support, and issue resolution while adhering to strict call handle time goals.
  • Translate complex technical concepts into clear, easy-to-understand language to support non-technical customers.
  • Demonstrate a strong commitment to integrity and customer satisfaction.
  • Accurately and efficiently record all interactions with customers in an incident management tracking system.
  • Adhere to policies and procedures regarding protected information and access to corporate systems.
  • Escalate high-priority issues to internal support teams.
  • Meet or exceed statistical metrics for ticket quality, first-call resolution, schedule adherence, and call handle time.
  • Anticipate customer needs and proactively identify solutions.
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