Technical Support Specialist (Merchants)

Join us as our next Technical Support Specialist (Merchants) and help shape the future of fintech!

Location

Hybrid | Makati

About Us

BillEase offers you the easiest way to afford what you want and need today. Our brand centers around making shopping and payment processes seamless and convenient. Our customers have diverse lifestyles and are looking to enhance their shopping experiences both online and offline. It's essential for us to embody the core of our brand name BillEase, a combination of "bill" and "ease," pronounced bilis, which means speed or swiftness in Filipino.

The Role

As a Technical Support Specialist, you will play a pivotal role in delivering exceptional technical support to our valued merchants and customers. Your expertise will be instrumental in resolving complex issues, gathering valuable feedback, and collaborating with cross-functional teams to drive continuous process improvements. Proficiency in Excel or Google Sheets is highly desirable for this role.

Ticket Management and Resolution:

Diligently monitor and manage the overall ticket queue, ensuring timely resolution and minimizing customer complaints.
Prioritize and assign tickets effectively to maintain optimal workflow.
Triage, prioritize, and resolve merchant and customer-related technical support tickets, ensuring world-class client support.
Utilize ClickUp to efficiently triage, prioritize, and resolve tickets for bugs reported by internal merchant-facing teams.

Customer Support:

Skillfully process inbound calls/messages/emails, providing comprehensive support for customer inquiries, complaints, technical issues, and account information.
Provide top-notch escalation support to merchants and partners regarding their account and technical concerns.

Internal Collaboration and Process Improvement:

Take charge of triaging and resolving queries in technical support channels (WhatsApp, Viber, Telegram, Discord) fostering effective communication and collaboration.
Work closely with merchant developers to address clients' technical needs, providing valuable assistance as required.
Continuously refine and optimize processes for managing technical issues, driving efficiency and enhancing the overall support experience.
Adapt and effectively utilize various internal computer applications to streamline processes and enhance productivity.

Additional Responsibilities:

Maintain an up-to-date calendar to track technical fix, key milestones, and resolution
Promptly announce and escalate critical issues to the appropriate teams for swift resolution.
Take full ownership of problems, seeing them through to successful conclusions while delivering exceptional customer service at every step.

The Ideal Candidate

At least one (1) year of experience in a similar role is preferred, but not mandatory for exceptional candidates.
A Bachelor's degree in Business Management, IT, or a related field is highly desirable, but not a strict requirement for those with relevant experience and skills.
Outstanding communication skills in both English and Filipino, enabling you to thrive in a fast-paced environment and proactively tackle challenges.
A deep-rooted customer-centric mindset, coupled with a genuine passion for payments and lending products.
Excellent proficiency in Excel or Google Sheets, allowing you to analyze data, generate insights, and create compelling reports.
A collaborative spirit and the ability to work harmoniously within a team, maintaining a positive, "get things done" attitude that inspires others.