Application Support Specialist

We are seeking an APPLICATION SUPPORT SPECIALIST with a passion for Technical or Application Support and Customer Success.

WEM is not your ordinary software development company – we build AI-boosted enterprise applications using a No-Code platform. Join us and work with an innovative team based in the Philippines and the Netherlands

This is a full-time position and office-based (Metro Cebu). Work schedule – Dayshift and/or Midshift.

Why join us?

• Comprehensive Healthcare Insurance for you with 1 free dependent on your day one
• Paid Leaves and enjoy Philippine Holidays.
• In-house Fitness and Wellness Programs.
• Mental health assistance with licensed practitioners.
• Be part of an international team of smart and passionate colleagues.
• Unlock new opportunities for professional development and advancement.

ABOUT THE ROLE

You will be joining the professional services team. This team is responsible for enabling our partners and customers to use our platform to the fullest. Everyone in the professional team is first a consultant and an expert at using our platform. In addition, every consultant has a focus area on one of the following topics:

• Consultancy
• Presales
• Enablement (Training, certification, documentation, etc.)
• Customer Success
• Support

Some almost exclusively work on topics related to their focus area and some work on multiple focus areas. You will be primarily responsible for providing exceptional technical assistance and troubleshooting guidance to our customers, ensuring a seamless experience with our no-code software platform. Where possible, you will be helping customers directly. In other situations, you will be responsible for ensuring all necessary information is in the ticket so our developers can analyze and fix it. Where needed, you are the filter between the customer and the developers. This role requires a strong understanding of software applications, excellent communication skills, and a passion for helping customers succeed.

It is expected that the support tasks will not fill your week. Therefore, you can expect to work on a myriad of other tasks.  Some examples would be building and maintaining internal applications, creating demo applications, research applications, creating videos, writing documentation, and much more.

RESPONSIBILITIES

• Provide timely and effective technical support to customers via phone, email, chat, and remote assistance channels.
• Troubleshoot and resolve technical issues related to the installation, configuration, and usage of our no-code software platform.
• Diagnose and escalate complex technical issues to the appropriate internal teams for further investigation and resolution.
• Guide customers through step-by-step instructions and best practices to optimize their use of our software platform.
• Document and track customer interactions, technical issues, and resolutions in our support ticketing system.
• Collaborate closely with cross-functional teams, including product development, quality assurance, and customer success, to identify and address recurring technical issues and improve the overall customer experience.
• Contribute to the development of knowledge base articles, FAQs, and other self-service resources to empower customers to resolve common technical issues independently.
• Stay informed about product updates, new features, and industry trends to effectively support customers and provide relevant guidance and recommendations.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor's degree in Computer Science, Information Technology, Business information management or related field (or equivalent work experience).
• At least 1-3+ years of experience in a technical support or customer service role, preferably in the software or technology industry.

• Knowledge and/or experience in basic coding is preferred.

• Front-end programming (HTML, JavaScript, CSS)

• SQL databases and queries
• Integrations (REST, SOAP, oData, SAML, oAuth)
• Strong technical aptitude and ability to quickly learn and understand complex software applications.
• Experience in developing web applications and related topics (technical logs, stack traces, disconnected traffic browser server, session, SSL, URL, query parameters, Single Page Application)
• Excellent problem-solving skills and attention to detail, with a systematic approach to troubleshooting technical issues.
• Outstanding communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.
• Customer-focused mindset with a passion for delivering exceptional service and support.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Experience with no-code or low-code software platforms is a plus, but not required.