Software Support and Scheduling Associate

2 weeks ago

Quezon City, National Capital Region, Philippines 8630dfaa-e568-4f53-9d2f-f1e9f7d95f0f Full time ₱250,000 - ₱500,000 per year

Software Support Responsibilities:

  • Respond to customer and internal team member inquiries via phone, email, chat, and Slack in a timely and professional manner.
  • Provide Level 1 support for questions and bug tickets with known solutions through email, phone, chat, and slack.
  • Follow all internal support processes and procedures as documented in the Client's Product Academy.

  • Document all customer interactions, issues, and resolutions in the HubSpot Customer Support ticket.

  • Email and chat contacts will be handled directly through HubSpot - all responses must be documented and sent through the HubSpot tool.

  • Internal chat support will be handled through client's primary internal communication tool, Slack.
  • Phone calls will be taken through client's phone system, Aircall, and logged through HubSpot.
  • All tickets will need to be updated at the time of the ticket closure or escalation with all required fields completed accurate, including but not limited to, ticket description, contact reason category, contact type, associated company, associated contact, appropriate status, etc.
  • Diagnose and troubleshoot software issues by gathering information, sharing resources, and providing accurate solutions when possible.
  • Escalate unresolved issues to Level 2 support teams when appropriate, including all required information to expedite support for the customer.
  • Maintain high levels of customer satisfaction by delivering exceptional service.
  • Utilize internal support tools and communication channels to ask questions and alert leadership of issues and trends identified with support inquiries.

  • Provide support in accordance with client SLAs. Ensure all inbound questions and tickets are resolved within the set timeframes

  • All email and form tickets should have an initial response within 1 business hours of creation.

  • All incoming phone calls and chats should be answered within 2 minutes. If for some reason (heavy phone or chat queue), it is unable to be answered immediately. User should receive a callback or email response within 1 business hour.
  • All tickets should be closed or escalated within 1 business day of creation.
  • Maintain knowledge of the software through provided trainings, recordings, client's public support articles, and internal support articles to ensure customers are provided accurate product information.

Scheduling Responsibilities:

  • Lead the protocol for responding to rescheduling submissions, ensuring timely and efficient resolution of requests.
  • Remain available during designated scheduling working hours to monitor the Slack channels
  • Identify requests that fall outside of policy and inform the submitter of the denial.
  • Quickly and efficiently determine the optimal solution for the request in alignment with company priorities
  • Send communications to employees and learner as needed regarding scheduling changes

Qualifications:

  • A minimum of a bachelor's degree from an accredited college is preferred
  • Basic computer skills
  • Excellent organizational skills.
  • Ability to respond quickly to emergencies and adapt to changing circumstances.
  • Proficiency in using Slack and HubSpot, or willingness to learn.
  • A team-oriented mindset with a commitment to supporting colleagues and Learners alike.
  • Strong communication skills with a customer-oriented mindset.
  • Basic understanding of software applications and troubleshooting techniques.
  • Ability to work in a fast-paced environment and manage multiple inquiries.

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