Technical Support Specialist - Bilingual English speaking

We want to expand our Technical Support team to work remotely from the Philippines and provide technical-level support for our North American customers. This role requires fluent English language skills.

Your Responsibilities:

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction.

• You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding.

• If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)

• You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc.

• You are very familiar with our processes and support the rest of the Global Technical Service team in their efforts to constantly develop and improve these internally and externally you work on individual projects and documentation to be used internally and externally

Your Profile:

• BA/BS degree (optional)

• Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas of digital marketing, e-commerce, or IT

• Experience in technical account management, increasing customer satisfaction, and reducing customer churn through technical solutions

• You are motivated by finding great solutions for our customers and you will be able to offer a truly service-oriented approach

• You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself

• Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)

• You can find your way around Excel if necessary, especially when it comes to large data sets

• You have experience working in an international team

• You speak fluent English

• You are open to new ideas and approaches, you have excellent oral and written communication skills

• You can work independently and are comfortable working remotely

Nice to Have:

• You have basic MySQL skills and can write/update queries

• You have  an understanding of HTML, CSS, and JavaScript and can troubleshoot browser errors

• You have previous experience using APIs 

• You have worked with and can navigate Postman

• You have a basic understanding of location management on networks such as Google and Facebook