Technical Support Specialist

Job Overview:

We're looking to hire a Technical Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs timely via Calls, Chat, SMS or Email. 

Key Responsibilities:

• Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system.
• Troubleshoot technical issues - Zendesk - Tier 2 escalations
• Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction.
• For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
• Training customers on tools, acting as a key interface with customers via phone, chat, sms and email support in a professional and efficient manner
• Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests

Qualifications:

• 1-3 years of professional experience in a similar, customer-supporting role
• Proven track record of providing support for complex issues, products, and processes
• Experience working with support tools like Zendesk, JIRA, Salesforce, Slack etc.
• Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand 
• Communication: emotionally intelligent, strive to always be helpful, empathetic with customers 
• Based in Makati - this is office based 5 days per week
• Night Shift: Employees working hours starting between 9 PM and 5 AM.

Competencies 

• Problem Solving: Can understand our complex product and internal systems, can deep dive / hustle to solve issues: 
• Analytically Inclined: Can interpret data, can prioritize their customers ,can navigate a spreadsheet and shows an inclination and willingness to learn Google Sheets.
• High Ownership: Do whatever it takes to get the job done, and ensure customer satisfaction. Ability to maintain a positive attitude and composure in a fast-paced environment
• Resourcefulness: Knowing where to look or who to ask to efficiently achieve results or resolve issues. Willingness to 'get into the weeds and find improvements
• Resilience: Flexibility: Expect frequent change as we define the future and adapt to it
• Organization: Able to multitask well, and support the needs of the leads and stakeholders