About the Role
We are looking for a Customer Support Advisor to join our team! If you are a tech-savvy individual eager to grow your career in Technical Support and you enjoy solving difficult technical application issues, let’s chat!
You will help our clients and partners navigate our Location Marketing Cloud, answer their technical questions, and make sure they have an excellent customer experience. You’ll work closely with our colleagues in the Customer Success team to deliver great support and solutions. Building and maintaining relationships across departments will be key to your success, including close collaboration with the other Technical Support & Services teams, such as Implementation.
Your Responsibilities
Manage technical support requests from our clients, with a focus on KPIs like customer satisfaction
Escalate bugs through the right internal channels (e.g. Jira) and teams
Collaborate closely with colleagues across the wider Customer Organization, including Customer Success, Sales, and Implementation
Your Profile
Experience in Customer or Technical Support, preferably in a B2B SaaS environment
Excellent written and spoken English
Able to work independently and comfortable working remotely
Motivated by finding great solutions for customers, with a truly service-oriented approach
Able to quickly get up to speed on new and technically complex issues, prioritize them, and stay organized
Ideally, experience with ticketing and CRM systems (e.g. Jira, Salesforce)
Good level working with Excel or Google Sheets
Experience working in an international team
Open to new ideas and approaches
Comfortable researching new issues
Access to a strong and reliable internet connection at home
Some completed college education
Eligible to work in the Republic of the Philippines
Bonus Points
Basic MySQL skills, including writing and updating queries
Understanding of HTML, CSS, and JavaScript, and able to troubleshoot browser errors
Previous experience with APIs, including working in Postman
Basic understanding of location management on networks such as Google and Facebook
Host and support online qualitative research interviews by preparing respondents, troubleshooting platform issues, guiding moderators and interpreters, and coordinating with product and engineering teams.
Support online qualitative market research interviews by preparing respondents, facilitating interview starts, troubleshooting platform issues, and coordinating with moderators, interpreters, product owners, and engineering.
Host multilingual online qualitative research interviews by preparing participants, facilitating interview starts, troubleshooting platform issues, and coordinating with moderators, interpreters, product owners, and engineering.
Handle client inquiries and technical support across email, chat, and phone; troubleshoot product issues, manage tickets to SLA, and coordinate with internal teams to resolve complex problems and improve client experience.
Support customers using a SaaS platform by resolving issues across email, chat, and phone, improving service standards, identifying root causes, and creating clear knowledge-base content.
