Customer Service Analyst

4 days ago

Taguig, National Capital Region, Philippines ARTECH TECHNOLOGY INC Full time ₱250,000 - ₱500,000 per year

We are looking for a Customer Support Analyst with at least 2 years of experience in delivering high-quality customer service and technical support. The ideal candidate is proactive, detail-oriented, and passionate about providing excellent customer experiences.

As a Customer Support Analyst, you will be the first point of contact for our users, resolving inquiries efficiently while maintaining a professional and empathetic approach.


Key Responsibilities
  • Handle customer inquiries via email, chat, or phone in a timely and professional manner.
  • Identify, troubleshoot, and resolve customer issues or escalate them to higher-level support when needed.
  • Maintain accurate records of customer interactions in the ticketing system (e.g., Zendesk, Freshdesk, Salesforce).
  • Collaborate with internal teams (Product, Engineering, Operations) to ensure quick issue resolution.
  • Provide feedback and suggestions to improve processes, tools, and customer satisfaction.
  • Meet or exceed individual and team KPIs such as response time, resolution time, and CSAT scores.
  • Stay updated with product knowledge and new feature releases to effectively assist customers.

Qualifications
  • Bachelor's degree or equivalent experience.
  • Minimum 2 years of experience in a customer support or service role.
  • Strong communication and problem-solving skills.
  • Experience with CRM or ticketing tools (Zendesk, Freshdesk, etc.).
  • Ability to multitask, prioritize, and manage time effectively.
  • Flexibility to work in shifts, weekends, or holidays if required.

Preferred Skills
  • Experience in fintech, crypto, or SaaS industry is an advantage.
  • Basic understanding of technical troubleshooting or account management.
  • Empathetic and customer-focused mindset.

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