Technical Support Agent

1 day ago

Cebu City, Central Visayas, Philippines Supporting Enterprises Full time $40,000 - $60,000 per year

About S4D

S4D is an omnichannel software partner for delivery-focused restaurant chains. Our head office is in Amstelveen (moving to Amsterdam soon), and another office is in Katowice, Poland. With our team, we serve renowned chains like New York Pizza, Pizza Hut, Bakker Bart, Apache Pizza, Spare Rib Express, and Belchicken with our software solution. We have been recognized to be one of the fastest-growing SaaS scale-ups in the Netherlands in 2022 and 2023.

We are looking for a Technical Support Agent, whose main tasks are to support our end-user, make sure we always find solutions and be the knowledgebase of our product

Job Description

As Technical Support Agent, you are the go-to person for our customers through phone, WhatsApp or e-mail. Your main tasks consist of managing and handling questions from our clients about our software system. You know our system in-and-out, which helps you provide the right solution every time You also report on potential technical issues and feature requests so that we can improve our product even more.

We are currently starting with a large new customer in the Americas and therefore need 24/7 support coverage. We currently need to cover the hours between midnight and 09:00 Central European time, being roughly during office hours in the Philippines. As the number of tickets flowing in during these times will likely not be that large yet, we are looking for someone that will also help with other tasks, such as configuring menus of new customers in the admin portal, updating system documentation or creating procedures for improved ticket handling.

You are also the guard of stability of the system at night. In case there is any major issue with the system, you would need to start an escalation procedure and call the team in the Netherlands, to ensure the issue will rapidly be resolved. To do so, you will proactively check the vitals of the system and react to certain alerts. It will be essential here to rapidly understand if an issue needs to be escalated or can wait until the next day.

Despite the time difference, we will make sure that there is at least a catch-up moment each day to handover tickets. You will be part of an ambitious and proactive team of winners that are creating the best product in the market

Qualifications

  1. Strong eagerness to assist customers by providing effective solutions.
  2. Customer-focused and solution-oriented mindset.
  3. Availability to work 11-hour shifts, 4 days per week (6:00 AM - 5:00 PM PH Time).
  4. Educational background in Computer Science or Information Technology.
  5. Proficient in English; knowledge of Dutch or Spanish is an advantage.
  6. Proactive, self-motivated, and capable of working independently.
  7. Demonstrated enthusiasm for digital tools and technologies.
  8. Possesses a "can-do" attitude with a commitment to delivering results.
  9. Highly organized, detail-oriented, and accurate in work.
  10. Able to remain calm and perform effectively under stress and time pressure.

Our Benefits Package Includes:

  1. Generous Vacation Leave: Take time to recharge and relax with paid vacation days each year.
  2. Comprehensive Sick Leave: Stay healthy and recover with paid sick days when you need them.
  3. Health Coverage (HMO): Enjoy peace of mind with our extensive health insurance plan, ensuring you and your dependents are well-protected.

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