Customer Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address incoming support inquiries through email, phone, and/or text messages.

• Deliver prompt and friendly customer service to users in the auto repair sector.

• Assist clients with issues related to account access and login.

• Clarify platform functionalities and explain how various features operate.

• Guide users on customer text notifications, digital vehicle inspection reports, follow-ups on declined services, Google review generation, and marketing CRM tools.

• Troubleshoot basic functionalities of in-browser tools.

• Replicate reported problems to determine their origins.

• Escalate unresolved issues by providing thorough and clear bug reports.

• Monitor identified bugs and feature requests for submission to the development team.

• Follow up with customers regarding the status of their reported issues.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Communications, Business Administration, or a related discipline is preferred.

• 1 to 3 years of experience in technical support, customer support, or help desk positions, ideally in a SaaS or web-based software environment.

• Prior experience in remote technical support is a plus.

• Excellent verbal and written communication skills in English.

• Willingness to work overnight or graveyard shifts in Philippine time or during US business hours.

• Proficient with Microsoft Office and Google Workspace.

• Comfortable troubleshooting browser-based applications, including clearing cache and cookies, verifying browser versions, testing in incognito mode, and capturing screenshots and screen recordings.

• Experience with help desk or ticketing systems such as Zendesk, Freshdesk, HubSpot Service Hub, or Intercom is preferred.

• Familiarity with CRM platforms is advantageous.

• Experience with bug or task tracking tools such as Jira, Trello, Asana, or ClickUp is a plus.

• Knowledge of the automotive or auto repair industry is beneficial but not mandatory.

• Self-motivated and capable of working with minimal oversight.

• Clear, patient, and professional communication with customers.

• Basic troubleshooting skills for in-browser software.

• Ability to replicate, isolate, and resolve fundamental software issues.

• Proficient in accurately documenting bugs, reproduction steps, and feature requests.

• Ability to work independently and adjust to a weekend and morning-focused schedule.

🏝️ Benefits

• Competitive salary packages within the industry.

• Permanent remote work arrangement.

• Company-provided equipment.

• Employer contributions to government-mandated benefits.

• Internet stipends upon regularization.

• HMO coverage upon regularization (with an option to enroll as early as Day 1).

• Paid time off credits and service incentive leaves.

• Major spring and winter company-wide live events.

• Monthly virtual employee appreciation events.

• Access to company-sponsored career skills training courses.

• A company culture that prioritizes your personal and professional development.