Customer Support

2 weeks ago

General Santos P, Philippines SixEleven Full time

CUSTOMER SUPPORT/TECHNICAL SUPPORT

Job Description

The Customer Support / Technical Support role is responsible for providing front-line assistance to customers while supporting internal teams in identifying and resolving issues. This position handles real-time customer concerns, basic troubleshooting, and the documentation of system issues identified through testing or customer reports.

Key Responsibilities

Customer Assistance

  • Provide real-time chat support to customers, addressing inquiries and delivering clear guidance on products and services.
  • Ensure all communications are professional, timely, and helpful.

Technical Issue Handling

  • Troubleshoot and resolve basic technical concerns.
  • Review issues or bugs raised by the testing team; validate failures and create Jira tickets for the engineering team.
  • Escalate complex cases to higher-level support or relevant departments when necessary.

Process & Issue Tracking

  • Monitor and track issue details to ensure timely responses within established SLAs.
  • Ensure accurate documentation in the ticketing system for every interaction, inquiry, or incident.

Documentation & Knowledge Management

  • Contribute to the company's knowledge base by documenting newly identified issues, troubleshooting steps, and solutions.
  • Utilize available resources to provide accurate information and improve problem resolution.

Team Collaboration

  • Coordinate with team members, engineering, and other departments to ensure efficient issue resolution and seamless customer support.
  • Support continuous improvement of support processes and internal workflows.

Qualifications:

  • Experience in customer service, technical support, chat, or voice support roles is preferred.
  • Familiarity with chat support tools and ticketing systems.
  • Basic knowledge of computer systems, common software, and web applications.
  • Strong written and verbal communication skills.
  • Good problem-solving skills and the ability to adapt quickly.
  • Patient, empathetic, and customer-oriented approach.
  • Ability to manage multiple chats and tasks in a fast-paced environment.
  • Strong organizational and time management skills.

Job Type: Full-time

Pay: Php13, Php20,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • On-site parking
  • Paid training

Experience:

  • BPO: 1 year (Required)

Work Location: In person

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