Technical Support Agent – Non-Voice

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

📋 Description

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

• Set up new subscriber accounts, including configuring the environment, issuing passwords, and granting access to learning resources.

• Quickly address customer support inquiries through the Intercom help desk.

• Immediately resolve straightforward support requests.

• Investigate and address complex support issues.

• Record bug reports in JIRA for the development team.

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

• Conduct account health assessments to evaluate customer software usage.

• Provide targeted customer support and solutions based on account health evaluations.

• Manage subscription upgrades, downgrades, and cancellations.

• Maintain up-to-date documentation as software features evolve.

⛳️ Requirements

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

• Experience in the mortgage broking sector is highly desirable.

• Strong customer service or chat support experience in the IT field may be considered.

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

• BPO experience may be considered for handling comparable industry accounts.

• Proficiency in using computers, cloud software, and ticketing systems such as Intercom or Zendesk is essential.

• Familiarity with other ticketing systems may be considered.

• Exceptional attention to detail is required.

• Comfort with spreadsheets and data management is important.

• Strong written and verbal communication skills are necessary.

• Effective troubleshooting and problem-solving abilities are essential.

• Capacity to be proactive is important.

• A "Can-Do" attitude is expected.

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

• Technical support or training experience is beneficial but not mandatory.

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

• Availability to work Monday–Friday in rotating shifts starting from 6AM–8AM Philippines time, with 8 hours of work excluding lunch is necessary.

🏝️ Benefits

• Permanent employment.

• Work from home / home-based work setup.

• Opportunities for career growth.

• Opportunities for skills enhancement.

• Work-life balance.

• Engaging, high-impact work with highly visible contributions.