Senior Technical Support Advocate

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

📋 Description

• Deliver technical assistance to customers through phone, email, and chat, with a primary focus on email communication.

• Address customer inquiries and alerts in accordance with established service level agreements (SLAs).

• Efficiently and accurately diagnose, address, and resolve technical issues.

• Escalate intricate problems to higher-level support as necessary.

• Stay updated with evolving technologies and adapt to process modifications.

• Engage in training sessions to enhance technical skills and expertise.

• Share insights with the team and help train new colleagues.

• Cultivate a thorough understanding of client products and services.

• Respond swiftly to customer service inquiries to ensure satisfaction.

• Collaborate with and support team members when assistance is required.

• Undertake additional tasks and responsibilities to achieve team goals.

• Implement team initiatives and collaborate on various projects.

• Identify opportunities for contribution as the team expands.

• Collect customer feedback and share it to enhance customer education and experience.

⛳️ Requirements

• Over 3 years of experience in technical support, primarily assisting customers via email and chat.

• General understanding of the functionality of web-based and mobile applications.

• Demonstrated experience with technical, internet-based tools, such as Chrome DevTools and REST APIs.

• Familiarity with SaaS products.

• Availability to work US business hours, with flexibility based on operational requirements.

• Strong analytical and critical thinking abilities with a keen attention to detail.

• A genuine passion for client satisfaction and enhancing customer experience.

• Capability to excel in a fast-paced and changing environment.

• Metrics-driven approach to managing a high volume of customer interactions.

• Strong conflict resolution skills and a calm demeanor in challenging situations.

• Ability to understand and convey tone in written communications, clearly explaining complex technical solutions.

• Creative problem-solving abilities.

• Fact-based judgment, especially in uncertain circumstances.

• Proactive mindset and the ability to work with minimal supervision.

• Proficient in both written and spoken English.

• Capacity to support team initiatives and collaborate on projects.

• Ability to work remotely as part of a team with limited guidance.

• General knowledge and experience with SQL and databases.

• Working knowledge of Datadog or similar log-monitoring software.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision insurance.

• Flexible work schedule and the option to work remotely.

• Opportunities for professional development and career advancement.

• Supportive company culture that values teamwork and collaboration.