**LOOKING for Customer Support Specialist - 1st Level (Non-Voice)**

We are looking for a Customer Support Specialist to assist our merchants and end-users with operational, sales or technical problems when using our products and services.

Customer Support Specialist responsibilities include:
• Resolving customer queries, recommending solutions and guiding users through features and functionalities.
• You are the first-line to address and troubleshoot product related queries.
• To be successful in this role, you should be an excellent communicator (written and spoken) who’s able to earn our customers’ trust.
• You should also be familiar with help desk software like Zendesk.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during after-sales procedures.

1) You should be able to:
• Maintain and organise support tickets
• Respond promptly and accurately to customers queries in a timely and accurate way, via phone, email or internet chat, while maintaining high service standards
• Identify customers' needs and assist customers in their queries with regards to the solution and its feature
• Document, track and monitor customers' queries and problems to ensure timely resolution
• Identify and prioritise higher level issues and forward using appropriate escalation procedures if needed
• Assist other team members in troubleshooting and/or addressing difficult or time-sensitive problems
• Report and/or update our internal databases with information about technical issues and useful discussions with customers
• Maintain your knowledge and expertise with regards to our product offering
• Contribute to continuous improvement of the client experience by providing suggestions and feedback

2) Requirements:
• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Experience in using CRM and internet related chat apps
• Excellent verbal and written communication skills
• Excellent problem-solving skills and multi-tasking abilities
• Patience when handling tough cases and adept at handling multiple accounts at a time
• Able to learn new technologies quickly
• Able to work independently and efficiently to meet deadlines
• Able to promptly answer support related email, phone calls and other electronic communications
• Detail-oriented and organised
• Motivated to delight customers
• Minimum availability of 5 working days, including at least 1 Saturday or Sunday.

3) Employment Details

• Working hours:
Monday to Friday, 10am to 9pm and/or Saturday and Sunday 10am to 7pm
Status: Full-Time preferred
Salary: starts from 12,000 Php (to commit to at least 5 days)