Technical Support Specialist

2 days ago

Manila, National Capital Region, Philippines Rippedboxstation Full time ₱400,000 - ₱600,000 per year


Position: Technical Support Specialist

Number of hours: 40 hours/week

Schedule: Day shift, EST

Tasks required:

Provide prompt and effective technical support to clients using the companys logistics software and systems through various communication channels, including phone, email, and chat

Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

Troubleshoot and distinguish technical issues while ensuring timely and accurate resolution

Escalate complex technical issues to the appropriate teams or specialists within the company while maintaining open communication with clients regarding the status and progress of their cases

Create and maintain technical support documentation, including FAQs, troubleshooting guides, and user manuals, to assist clients in finding answers to common questions

Ensure the success and satisfaction of valued e-commerce clients by following up with them to ensure that the technical issues are fully resolved and that they are satisfied with the solutions provided

Gather and document client feedback and suggestions for system improvements or enhancements. Share this feedback with the product development team to contribute to the ongoing improvement of our services

Offer guidance and training to clients and peers on how to effectively use clients software and systems as well as helping them maximize their efficiency and effectivity in the tasks

Collaborate with cross-functional teams, including Sales, Product Development, and Operations, to ensure a seamless client experience and address any systemic issues

Other ad hoc tasks that would be assigned

Requirements:

Proven work experience as a Technical Support Specialist or relevant role is required

Prior experience in tech support, desktop support, or a similar role.

Working knowledge of relevant computer programs (e.g. CRM software,) and telephone systems

Experience with remote desktop applications and help desk software is required

Experience with E-commerce is preferred

Strong technical attitude and familiarity with Shopify, ShipStation, DesktopShipper, Extensiv or other 3PL software is a huge advantage

Excellent verbal and written English communication skills

Knows how to craft responses and do meaningful conversations

High sense of professional and interpersonal communication, especially when communicating with clients and potential customers

Self-disciplined and organized; able to consistently produce quality work with limited supervision

High attention to detail and good problem-solving skills

Ability to multitask, prioritize and manage time effectively


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