Customer Support Representative

2 days ago

Work from Home, Philippines Virtua Outsourcing Solutions Full time ₱480,000 - ₱540,000 per year

Job Summary

As a Technical Support Agent / Customer Service Representative at Talon.One, you will play a crucial role in providing exceptional customer support for our Software-as-a-Service (SaaS) platform. Your primary responsibility will be to assist customers with their technical inquiries and issues, ensuring prompt and effective resolution. This role requires strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer service. If you are a self- motivated individual with a strong technical background and a desire to help customers succeed, we want to hear from you

Responsibilities

  • Respond to customer inquiries and technical issues through various communication channels, including email, chat, and phone.
  • Provide prompt and accurate solutions to customer problems while maintaining a high level of customer satisfaction.
  • Troubleshoot and diagnose software issues reported by customers, utilizing product knowledge, internal resources, and troubleshooting techniques in a timely response respecting SLAs.
  • Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex issues.
  • Document customer interactions and technical solutions in a detailed and organized manner.
  • Proactively identify trends in customer issues and provide feedback to improve product performance and user experience.
  • Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
  • Stay updated on the latest features and enhancements of Talon.One's SaaS platform to effectively assist customers.

Requirements

  • Previous experience in a technical support role, preferably within a SaaS or software company.
  • Strong problem-solving skills with the ability to think critically and analyze complex issues.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  • Familiarity with web technologies, APIs, Postman, and general software development concepts.
  • Ability to work collaboratively in a team environment and independently with minimal supervision.
  • Exceptional customer service skills with a focus on building positive relationships with customers.
  • Strong organizational and time management abilities, with the capacity to handle multiple tasks simultaneously.
  • Experience with customer support tools, PSQL and ticketing systems is a plus.

Job Type: Full-time

Pay: Php40, Php45,000.00 per month

Benefits:

  • Work from home

Experience:

  • Technical support: 3 years (Preferred)
  • APIs: 2 years (Preferred)
  • SaaS: 2 years (Preferred)

Work Location: Remote

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