Tech Customer Support Administrator II

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

📋 Description

• Serve as the initial point of contact for both internal and external customers via email, phone, and chat using Zendesk.

• Oversee, investigate, troubleshoot, and resolve technical issues and incidents within Level 1 parameters and established SLAs.

• Deliver comprehensive product support, encompassing message and product-related inquiries.

• Record, monitor, and manage customer interactions and incidents within Zendesk, Jira, or other support platforms.

• Ensure proactive communication with customers, set expectations, and provide timely updates on tickets.

• Assist with customer provisioning, account setup, and onboarding processes.

• Recognize, assess, and escalate complex or high-impact issues to Level 2 Technical Support.

• Build and sustain subject matter expertise in APIs, routing, reporting, and product integrations.

• Detect recurring issues, trends, and opportunities for improvement.

• Collaborate with Engineering, Product, and Customer Success teams to resolve issues and enhance service quality.

⛳️ Requirements

• Previous experience in a support or comparable role.

• Strong customer-centric attitude.

• Demonstrated ability to provide outstanding service in a dynamic, technology-oriented environment.

• Excellent problem-solving and analytical capabilities.

• Technical enthusiasm with the capacity to swiftly diagnose problems, think critically, and convey clear, effective solutions.

• High proficiency in navigating various systems and tools.

• Strong attention to detail with the ability to manage competing priorities.

• Exceptional communication skills, catering to both technical and non-technical customers.

• Empathy, patience, and professionalism.

• Solid understanding of APIs, integrations, and system workflows is highly preferable.

• Experience with ticketing systems like Zendesk is advantageous.

• Experience working collaboratively with cross-functional teams is beneficial.

• A Bachelor's degree in Business Information Systems or a related discipline is a plus but not mandatory for candidates with relevant hands-on experience.

🏝️ Benefits

• Flexible remote working arrangements.

• A day off to celebrate your birthday.

• Generous annual leave policy.

• Coaching and career advancement support.

• Access to online professional development courses.

• Complimentary virtual counseling resources through the global Employee Assistance Program.