What is your mission

As a Technical Customer Specialist, you will provide advanced technical support to customers and ensure prompt and effective resolution of their inquiries and issues.

You will help us deliver excellent service to our partner brand by performing these tasks:

• Handle technically challenging tickets escalated from non-technical support teams; utilize internal tools (admin-access dashboards, SQL databases, server logs, browser developer tools, etc.) to investigate and identify resolutions to customer issues.
• Distinguish between bugs, incidents, product feedback, and needed UX improvements, providing accurate, tailored solutions for customers; provide proactive feedback and actionable feature requests to our engineering teams based on customer needs and observations.
• Coordinate and draft excellent communications to customers and internal stakeholders, ensuring clarity, timely updates, and customer delight; recognize that timeliness and quality solutions support our value of being Customer-obsessed.
• Take a data-driven approach to identifying and remedying common customer issues; identify and address trends in customer inquiries to improve product documentation, knowledge base articles, and support processes.
• Mentor and assist junior members of the customer support team, sharing technical expertise, best practices, and providing guidance.

Who are we looking for

• Completed at least 2 years in college.
• With at least 2 years BPO technical support experience, with proficiency in troubleshooting software and hardware issues.
• Excellent English fluency, both written and verbal (C1 level).
• Strong problem-solving and analytical abilities, with keen attention to detail.
• Amenable to work in rotating shifts (morning, mid, & night shifts).
• Can work in Ortigas Center, Pasig City.