CUSTOMER SUPPORT SPECIALIST

DESCRIPTION
We are looking for an Application Support consultant to provide assistance to our customers. You will diagnose and troubleshoot customer account issues, application software problems and answer customers product questions. You will usually use e-mail to give clients quick answers. For more complex problems that require nuanced instructions, you will follow appropriate documentation and escalation processes to assist the customer and resolve the issues. To be qualified for this role, you should have experience working in a providing support, or previous experience in a customer service style environment. After 6 months as a contract worker, you will be transferred to a regular ---------- sential Job Functions:

? Troubleshoot applications by communicating with customers via phone and email to resolve problems or answer software related questions.
? Research and identify solutions to issues.
? Diagnose and troubleshoot technical issues, including account setup and configuration.
? Track computer system issues through to resolution, within agreed time limits.
? Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
? Provide prompt and accurate feedback to customers.
? Prioritize and manage multiple tickets at one time.
? Properly escalate incidents to Level II Support.
? Document technical knowledge in the form of notes and manuals.
? Maintain jovial relationships with clients.

REQUIREMENTS

? Manage, test, and continuously improve our product offerings to ensure our users accomplish their goals on our app.
? This position is based out of our manila office--no remote applicants will be considered.
? Previous experience in related field such as Customer Service or similar role.
? Ability to quickly learn client specific technical applications.
? Strong writing skills, professional manner and ability to deal tactfully and effectively with customers.
? Ability to multi-task. Solves problems by gathering information and evaluating options.
? Ability to provide step-by-step assistance, both written and verbal.
? Ability to get along with others, accept constructive feedback and exhibit a positive attitude.
? Minimum College Degree Preferred.
? Must be able to pass a background check.
? And, I hope you're interested in mobile apps.
? Responding to customer reviews and surveys both on our site and through outside channels.
? Developing a deep understanding of our brand voice and suggest and create updates to continually improve messaging and communication in our standard response macros, FAQ’s, and product page messaging.
? Collaborating with the marketing team to stay up to date on product and app updates as well as continually improving our messaging.
? Advocating on behalf of the customer to ensure a consistent & valuable experience for all.
? Managing all customer interactions through social media- direct messages and comments on organic posts and ads.
? Requesting Approval for the use of customer-created images on social media and communicating with content creators. Collect, tag and sort customer images.
? Responding to customer support tickets through email, live chat and return customer phone calls.

Language Skills:
? Great English communication skills.
? Experience communicating complex concepts concisely.
? Excellent written and verbal communication skills.
? Detail oriented problem solver, communicator, and collaborator who possesses the persistence.
? Determination to keep assigned projects on track in a fast-paced environment.
? Ability to speak Korean is a plus.

BENEFITS

Competitive salary + bonuses.
Onboarding and Career Pathing.
Unmatched benefits package, including SSS, philhealth.
Team-oriented, friendly, supportive work environment.
Monthly perks and social activities.
Confidence in knowing that your contributions make a difference, are recognized, rewarded, and valued.