The Technical Customer Support III role provides advanced technical and functional support for the company software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.
- Provide advanced technical and functional support for the company's solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
- Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
- Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
- Stay current on the company's product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.
- Report to the Customer Support Performance Coach or Senior Customer Support leadership.
- Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.
- Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
- Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.
Requirements
- Minimum of 3 years of college education, preferably in Business, IT, or a related field.
- 2–4 years of technical customer support experience, preferably in a SaaS environment, with strong problem-solving, communication, and multitasking skills.
- Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.
- Proficient in Microsoft Office (Word, Excel, PowerPoint).
- Knowledge of SQL and data coding and fixes. Exposure to Python, SQL, automation workflows, and AI-assisted support tools.
Work Schedule & Setup
- Must be willing to work onsite during the first 90 days of training.
- Hybrid setup begins on the 4th month, with two onsite days per week.
- Supports US business operations – Fixed graveyard shift schedule with night differential pay.
Benefits
- Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
- Health and Life Insurance
- Standard Leave (Emergency, Sick, and Vacation)
- Enjoy complimentary meals while you’re in the office.
- Day 1 HMO coverage with up to two FREE dependents.
- Retirement savings plan.