Technical Support Agent

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

📋 Description

• Offer essential behind-the-scenes assistance for Customer Success Specialists who are training new software users.

• Set up new subscriber accounts, which includes configuring the environment, issuing passwords, and granting access to learning tools.

• Quickly respond to customer support inquiries via the Intercom help desk.

• Address straightforward requests on the spot.

• Investigate and resolve more complex requests.

• Record bug reports in JIRA for the development team’s attention.

• Update client workflows and execute account customizations to support app implementation.

• Perform account health checks to evaluate software usage and provide targeted support.

• Manage subscription upgrades, downgrades, and cancellations.

• Maintain documentation as features progress and evolve.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, IT Chat Support, or a similar role is required.

• Experience in the mortgage broking industry is highly desirable.

• Strong customer service or chat support experience in the IT sector is considered beneficial.

• Experience within the broking, banking, and finance industries is highly preferred.

• BPO industry experience is relevant when managing associated accounts.

• High proficiency with computers, cloud software, and ticketing systems such as Intercom or Zendesk is advantageous.

• Familiarity with other ticketing systems is also considered.

• Exceptional attention to detail is necessary.

• Comfort with spreadsheets and data management is important.

• Strong written and verbal communication skills are essential.

• Effective troubleshooting and problem-solving abilities are required.

• A proactive approach is essential.

• A “Can-Do” attitude is highly valued.

• Excellent English communication skills, both written and verbal, are required.

• Experience in technical support or training is beneficial but not mandatory.

• Experience in loan processing or finance is advantageous but not essential.

• Ability to work Monday to Friday in rotating shifts starting between 6 AM and 8 AM Philippine time, with an 8-hour workday excluding lunch break.

🏝️ Benefits

• Home-based work arrangement.

• Emphasis on work-life balance.

• Opportunities for career advancement.

• Skills enhancement and development.

• Engaging work that contributes significantly to the organization.