Support Specialist (BPO)

Hybrid
MOA Pasay city
Salesforce experience is a plus

Job Title: Support Specialist
Job Responsibilities:

Assist Support team members identify and troubleshoot issues before escalating to engineers
Handles more complex support cases.
Reviewed/Edits documentation around Product usage submitted by the CS team or other Support Agents.
During Peak Season may be called upon to assist with Kick Off Calls.
Diagnose and report defects to development
Report feedback on new features.

Top 4 Core Requirements:

Customer success experience
Salesforce experience
Self-motivated
Tech savvy

Qualifications:
The primary job of the Support Specialist is to resolve inquires and issues in a timely manner. Strong professional communication via phone, email, and chat. Effective writing engages the reader and presents ideas in a natural sequence, simplifying complex concepts.
Ability to Troubleshooting and Test. Many times, the issue is not Product but the user’s level of computer literacy so working knowledge of computer systems and software is a plus. Provide prompt and compassionate customer care. May require night/weekend shifts should the need arise.