Technical Customer Support Specialist Level I

Reposted 15 Days Ago
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Mandaluyong, Eastern Manila District, National Capital Region
In-Office
Mid level
News + Entertainment • Payments
The Role
As a Technical Customer Support Specialist I, you'll be the first contact for customers, providing best-in-class support, troubleshooting issues, and collaborating with team members to deliver solutions.
Summary Generated by Built In

Fueling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

About the Role

​​The key responsibilities of the Technical Customer Support Specialist I are:

1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers,

2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, and

3. Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests.

This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support. 

In addition, the Technical Customer Support Specialist I will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures.​ 

Key Responsibilities

  • Provide first-class customer support via phone, email, and chat
  • Conduct initial troubleshooting, validation, and root cause investigation
  • Triage inbound issues, prioritize ticket queues, and escalate appropriately
  • Communicate proactively with customers using clear and professional language
  • Use internal tools and knowledge bases to ensure up-to-date and accurate solutions
  • Collaborate with other team members to improve processes and documentation
  • Mentor and guide junior support staff through escalated issues
  • Identify trends and suggest improvements to enhance customer experience

Required Skills and Experience

  • 3+ years of experience in a customer or technical support role
  • Strong troubleshooting and critical thinking skills
  • Excellent verbal and written communication skills
  • Experience working with ticketing systems and support platforms
  • Ability to mentor and support team members in resolving complex queries
  • A proactive and solutions-focused mindset
  • Knowledge of relevant software, systems, or tools (CRM, ticketing tools, etc.)
  • Ability to work independently and collaboratively in a fast-paced environment

Top Skills

CRM
Ticketing Tools
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The Company
0 Employees
Year Founded: 2001

What We Do

Embed is the worldwide leader of the integrated cashless business management systems and solutions for family Entertainment, Amusement and Attractions (including gamecards, kiosks, gamecard readers, cashless payment business reporting and management, and hygiene defence). Embed is the only FEC business solutions provider to partner with Google and Apple to gain compliance for the Embed system to place the virtual game card in the Mobile Wallet (for contactless game play that can be reloaded anytime, anywhere). This breakthrough makes Embed the only non-banking finance -payment or loyalty card business and brand card that sits in the mobile wallet (no app download required).

With over 1,000 customers and more than 3,000 installations around the world, Embed is equipped and ready to empower FEC businesses with direct sales, services and support anytime, anywhere.

We have offices across the globe: USA, EMEA and Asia. For more information, visit embedcard.com

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