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Customer Service Technical Support Specialist

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Quezon City, National Capital Region, Philippines beBeeTechnical Full time ₱823,000 - ₱1,241,000
Job Overview

We provide voice and non-voice support to customers in a 24/7 environment, offering Level 1 and Level 2 technical support services.

Main Responsibilities:
  1. Main escalation contact for account leaders, reviewing customer complaint root causes and improvement action plans.
  2. Account-specific KPI/SLA/SLO reporting and monitoring.
  3. Process and update account knowledge/process updates.
  4. Maintain quality performance, including attending client QA calibration meetings.
  5. Point of contact for account leadership on help desk inquiries.
  6. Collaborate with account leadership to identify help desk process improvements and provide trend analysis.
  7. Liaison for level 2 resolver groups, handling account knowledge updates, case escalations, and customer complaint reviews.
  8. Monitor baseline volumes and average handling time (AHT).
  9. Manage account-specific problem management, including rejected cases, cases not accepted by level 2, and severity 1 & 2 monitoring/root cause analysis.
  10. Respond and resolve account-specific customer complaints.
  11. Participate in account-specific governance meetings, providing reports and results.
  12. Provide after-hours account support as needed.
Essential Qualifications:
  1. Graduate degree required.
  2. Excellent communication skills.
  3. Proficiency in MS Office applications.