Customer Support Specialist SaaS Background Hybrid -Oritgas
Customer Support Specialist SaaS Background Hybrid -Oritgas
Posted on :
08-11-2024
Employer Active
1 Vacancy
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Jobs by Experience
3years
Monthly Salary
30000 - 40000
Vacancy
1 Vacancy
Posted on :
08-11-2024
Job Description
Job Summary:
The Customer Service Representative is responsible for resolving customer inquiries and providing guidance on product features and functionalities. This role involves offering frontline support via phone email chat and ticket systems addressing customer issues and recommending appropriate solutions. The specialist ensures a high level of customer satisfaction by assisting with technical support tasks and troubleshooting problems effectively.
Key Responsibilities:
- Be the frontline responder for handling all technical customer phone calls emails queries and online chat functionality.
- Manage all technical customer issues through the support ticket system and follow them through to satisfactory completion.
- Perform preliminary problem diagnosis from customer feedback.
- Investigating and resolving any technical and nontechnical problems that arise with the software as identified by internal stakeholders.
- Work and coordinate with key internal stakeholders in all areas including sales success marketing product and engineering.
- Assist in program and sales issues as they arrive.
- Test sample datasets to check that the program works as intended.
- Evaluate and increase the programs effectiveness through feedback to the Engineering team.
- Document technical knowledge in the form of Help Centre content and articles including video and product images.
- Undertake additional admin duties as and when required (within reason).
Requirements
Qualifications Skills & Experience
- Bachelors degree in Computer Science Information Technology Business or a related field is preferred.
- Minimum 3 years experience in a customer support or similar role in the software industry.
- Experience managing customer relationships with a proven ability to resolve technical issues.
- Ability to write and edit both internal and external product documentation.
- Familiarity with SaaS workflow systems or cloudbased software preferred.
- Experience with tax NZDits and resolving taxrelated issues.
- Commitment to continuous learning and professional development.
- Excellent communication skills both verbal and written.
- Strong attention to detail especially in written documentation.
- Ability to balance multiple priorities and meet support KPIs.
- Understanding of product technology including web and mobile standards.
- Proactive problemsolving and initiative in process improvements.
- Problem Solving: Uses logical methods to solve complex issues.
- DecisionMaking: Makes timely and effective decisions with sound judgment.
- Technical Aptitude: Strong technical understanding of relevant software products.
- Interpersonal Skills: Builds strong relationships with stakeholders and customers.
- Customer Focus: Dedicated to meeting the needs of internal and external customers.
- Patience: Displays tolerance and understanding in resolving customer issues.
- Written Communication: Able to communicate clearly and effectively across various formats.
Additional Job Details:
Setup and Location: Hybrid Ortigas Pasig
Work Schedule: 9:00AM to 6:00PM (NZDT) 4:00AM to 1:00PM (PH) 2:00PM to 11:00PM (NZDT) 9:00AM to 6:00PM (PH)
Employment Type: Fulltime
All interviews and other hiring requirements are done virtually or through video calls or emails.
Requirements/Skills Needed: Bachelor s degree in Information Technology, Computer Science, or a related field. At least 5+ years of experience in IT support, with at least 3+ years in a Level 2 or Level 3 roel within the Australian IT Services sector. Strong knowledge of virtualization technologies (e.g., VMware, Hyper-V). Proficiency in scripting and automation (e.g., PowerShell, Python). Excellent problem-solving skills and attention to detail. Strong communication and leadership skills, both written and verbal. Ability to work independently and as part of a team in a high-pressure environment. Relevant certifications (e.g., CompTIA Network+, Security+, Cisco CCNA, Microsoft Certified: Azure Solutions Architect) are highly desirable. Additional Job Details: Set-up and Location: Office-based (Ortigas, Alabang, Pampanga, or Cebu)/Remote Work Schedule: 9:00 AM to 6:00 PM (AEDT) | 7:00 AM to 4:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails.
Education
Bachelor's Degree
Employment Type
Full Time
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