User Support Assistant

2 days ago

Manila, National Capital Region, Philippines Pion Full time

A Little Bit About Us...
Pion is an award-winning technology provider working with the largest retailers in the world to connect them with the youth market. Recognized in The Sunday Times Tech Track 100 as one of the fastest-growing private tech companies in Britain, we pride ourselves on our innovative approach to delivering solutions that create value for consumers and clients alike. Our commitment to evolving our technology and services ensures we continually meet the needs of the market while fostering an engaging and empowering workplace culture.

Equity, Diversity & Inclusion at Pion
At Pion, we believe in the importance of building an inclusive and diverse workforce. Our dedication to equity, diversity, and inclusion is embedded in our company culture, and we are committed to transparency in our efforts. We encourage applications from all individuals, irrespective of whether they meet every specific requirement, as we value unique backgrounds and experiences.

If adjustments are needed to assist you with your application, please reach out to us at

About The Role
Due to our rapid growth and success, we are looking for a User Support Assistant who will play a key role in supporting our fantastic customers from a B2C perspective. You'll be there to support with onboarding issues, and ensure that our consumers are able to access the discounts with the brands they love

Responsibilities include{{{{:}}}}

  • Being the first point of contact for queries and requests to join the Student Beans/Grand Beans platforms from our user base.
  • Processing all proof submitted by users attempting to join our Student beans platform who don't have an academic email address
  • Processing new institutions which users have added to our platform, ensuring they are legitimate places of study
  • Using Zendesk to prioritise and respond to all user enquiries across Student Beans and Grad beans via email
  • Prioritising any urgent data related tickets complying to UK GDPR laws/rules
  • Responding to all reviews across review platforms such as Trustpilot, Appstore, Playstore etc.

Requirements
A little bit about you...
We'd really like to hear from you, if you have{{{{:}}}}

  • Any experience with Zendesk, or a tool similar for user support, would be great benefit
  • Excellent administration experience, with the ability to process high volumes of information
  • Able to keep calm under pressure
  • Able to multi-task and prioritise effectively, whilst providing first class support to customers
  • Experience in being a team player, collaborating with others in your own and outside of your team
  • Experience in prioritising the customer, leaving them with a positive experience without neglecting company policy
  • The ability to think outside of the box to resolve a problem, utilising your own initiative

Benefits
Benefits are in line with all standard benefits associated with individuals who have the right to work in the Philippines.

The benefits will be confirmed by an Employer of Record (EOR), and this role will be employed via that EOR.

This is a fully remote role, however there is a 3 month training period which will be on site at our Manila office.

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