Technical Support Specialist

21 hours ago

Makati City, National Capital Region, Philippines Booth & Partners Full time ₱800,000 - ₱1,200,000 per year

Technical Support Specialist

Description of Role

As a Technical Support Specialist, you will be responsible for providing immediate first-level support to our customers with a Customer First Approach. The Technical Support Specialist handles phone calls, support tickets, and live chats to assist customers with their inquiries.

Key Responsibilities

  • Be a guru for our software in every engagement with all customer types.

  • Handle customer inquiries with positive interaction and effective, creative problem-solving, exploring all possibilities to fully resolve customer issues.

  • Identify, test, and troubleshoot customer issues and provide timely resolutions.

  • Keep the customer involved and informed as needed.

  • Meet and/or exceed average daily and monthly productivity targets.

  • Ensure customer emails are responded to within the agreed SLA and maintain a CSAT score above target.

  • Assist in troubleshooting bugs and escalate issues to the appropriate teams.

  • Self-initiate learning to stay updated on new product features and developments to support the process.

  • Report trends related to bugs, feature requests, and feedback to relevant internal departments.

  • Maintain high-quality and accurate notes within the ticketing system.

  • Collaborate with Sales, Customer Success, and Development teams to ensure exceptional customer service.

  • Be a brand ambassador for our products.

  • Embody and champion our company values.

KPIs

  • General Support

    • % SLA Achievement Rate: Base 90% (subject to monthly review)

    • CSAT %: Base 90% (subject to monthly review)

Our Values

Be a trusted guide

We are responsible for finding the right outcomes for our customers and our people. We are consistent and dependable partners to those who rely on us.

Shape the future

We are relentlessly curious, continually finding ways to innovate and improve the status quo. We create our tomorrow, rather than waiting for it to come to us.

Be proud of the journey

We practice deep integrity and respect in each decision, interaction, and relationship. We measure ourselves not only by outcomes but by the path taken together.

Requirements

Skills and Attributes

Technical Skills and Experience

  • Experience with a telephony system (Aircall)

  • Experience with CRM systems; HubSpot preferred

  • Experience or interest in software, APIs, and HTML

  • Experience in Zendesk or similar helpdesk ticketing tools highly preferred

  • Previous experience in a helpdesk role (phone, tickets, live chat)

Attributes and Competencies

  • Proven experience in achieving and exceeding targets

  • Empathetic, providing value to customers beyond their expectations

  • Excellent customer skills with a passion for delivering exceptional service and the ability to inspire others to do the same

  • Effective communication skills

  • High attention to detail and highly organized

  • Ability to work autonomously and meet deadlines

  • Sets high standards for personal performance

  • Solutions-driven and a team player

  • Adaptable and flexible with openness to new ideas

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