Tech Support Agent
Tech Support Agent
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Job Description
Position: Tech Support Agent
Working Hours: Monday to Friday TBD
Salary Range:USD
About the company:
The company is a growing earlystage SaaS startup transforming maritime workforce management by leveraging innovative digital solutions. Backed by business angels and serving several paying customers they are pionate about solving critical overlooked challenges in the maritime industry. Their mission is to make crew operations more humane and efficient addressing the complexities of crew logistics and streamlining processes for operators and seafarers.
About the job:
We are seeking a Tech Support Agent to ist our Manilabased users in navigating our platform and addressing any technical issues they encounter. This role is crucial in ensuring seamless customer experiences providing support in troubleing and collaborating with our engineering team to resolve technical issues quickly and effectively.
Duties and Responsibilities:
- Provide responsive and effective technical support to our Manilabased B2B users.
- Trouble and resolve issues related to the company's SaaS platform collaborating with the engineering team when necessary.
- ist users with platform navigation answering inquiries and resolving issues in a timely manner.
- Reimagine and optimize customer support processes using digital tools.
- Manage and prioritize multiple support tickets ensuring high levels of customer satisfaction.
- Communicate clearly and effectively in English both verbally and in writing.
- Work autonomously due to time zone differences and proactively address customer needs.
- Handle ambiguity and make decisions under pressure while maintaining a high level of service.
Requirements:
- 23 years of experience in a B2B (SaaS) customer support customer success or operations role in a fastpaced environment.
- Strong technical aptitude and a digital mindset.
- Resourceful highly motivated and adept at problemsolving.
- Excellent written and verbal communication ss in English.
- Ability to work independently and autonomously due to time zone differences.
- Ability to collaborate with the engineering team to debug and understand the root causes of customer issues.
Must Haves
- Experience in the traveltech or logistics space.
- Knowledge of the airline or shipping industries.
- Experience debugging issues or working closely with engineers on technical problems.
Employment Type
Full Time
