Customer Support Specialist

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

📋 Description

• Conduct thorough troubleshooting, which includes database analysis, reviewing system logs, and debugging product code to identify and resolve intricate support issues escalated from other support levels.

• Ensure a minimal rate of non-bug escalations directed to the development team.

• Create technical documentation and troubleshooting procedures for the entire Support team.

• Oversee assigned cases to adhere to service level agreements while consistently updating the business.

• Offer ongoing support and collaborate closely with business teams across the organization.

• Collaborate with the operations team on product maintenance and daily operations while assisting the complete R&D team.

• Work in shifts, including weekends, to deliver uninterrupted support to global customers and operations.

⛳️ Requirements

• A minimum of 2 years of experience in a customer support role within a software or technical company.

• Proficient in SQL.

• Excellent command of English, both written and spoken.

• Strong creative troubleshooting skills.

• Ability to comprehend workflows and deliver innovative technical solutions.

• Capacity to meet tight deadlines and prioritize tasks independently.

• Capable of multitasking, self-learning, highly motivated, and a collaborative team player.

• Advantageous: Experience with system log analysis.

• Advantageous: Familiarity with Zendesk.

• Advantageous: Background in the travel industry.

• Advantageous: Experience working with B2B clients.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Flexible working hours and a supportive work environment.

• Health and wellness benefits.

• Team-building activities and a vibrant company culture.