Customer Support Specialist

4 days ago

Novaliches Proper Metro Manila, Philippines Career Connect Full time ₱900,000 - ₱1,200,000 per year

Career Connect is hiring a Full time Customer Support Specialist role in Novaliches, NCR. Apply now to be part of our team.

Job summary:

  • Looking for candidates available to work:
  • Monday: Morning
  • Tuesday: Morning
  • Wednesday: Morning
  • Thursday: Morning
  • Friday: Morning

As a Customer Support Specialist, you will go beyond answering tickets—you'll be a trusted partner to our customers. By solving problems quickly and with empathy, you'll build lasting relationships and ensure customers gain maximum value from our platform. This is a high-impact role where your contributions directly drive customer satisfaction, retention, and long-term success.

Key Responsibilities

Customer Support & Issue Resolution

  • Serve as the primary point of contact for customer support via email, phone, and chat.
  • Troubleshoot technical and product issues, guiding users through features with clarity and confidence.
  • Escalate product feedback, bugs, and blockers to the appropriate internal teams promptly.
  • Deliver fast, accurate, and empathetic support to resolve customer concerns.
  • Perform the foregoing responsibilities in Nimbyx' affiliates or partner companies pursuant to assignment, secondment, or transfer as deemed necessary by management with adequate notice.

Documentation & Process Improvement

  • Maintain and update customer-facing documentation and internal support knowledge bases.
  • Identify and contribute to improving support processes and tools for efficiency and scalability.
  • Collaborate with cross-functional teams to enhance the overall customer experience.

Customer Training & Empowerment

  • Deliver training sessions, onboarding, and product demos to empower users.
  • Educate customers on best practices for maximizing product value.
  • Support customers in building confidence with features through proactive guidance and hands-on education.

Other

  • Take ownership of special projects and ad-hoc assignments as required.

Requirements

  • 2+ years proven experience in SaaS or B2B customer support.
  • Strong communication and problem-solving skills, with the ability to explain technical issues clearly to non-technical users.
  • Comfortable working with complex platforms and support systems.
  • Proficiency with tools such as Zendesk, HubSpot, Jira, and other collaboration platforms.
  • Ability to handle confidential information with discretion.
  • Strong interpersonal and consultative skills for building trusted relationships.
  • Excellent organizational, multi-tasking, and detail-oriented approach.
  • Proactive mindset with the ability to anticipate problems and resolve them before escalation.
  • Ability to work under pressure while remaining calm and solution-oriented.

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