About the Role
We are looking for a Customer Support Advisor to join our team! If you are a tech-savvy individual eager to grow your career in Technical Support and you enjoy solving difficult technical application issues, let’s chat!
You will help our clients and partners navigate our Location Marketing Cloud, answer their technical questions, and make sure they have an excellent customer experience. You’ll work closely with our colleagues in the Customer Success team to deliver great support and solutions. Building and maintaining relationships across departments will be key to your success, including close collaboration with the other Technical Support & Services teams, such as Implementation.
Your Responsibilities
Manage technical support requests from our clients, with a focus on KPIs like customer satisfaction
Escalate bugs through the right internal channels (e.g. Jira) and teams
Collaborate closely with colleagues across the wider Customer Organization, including Customer Success, Sales, and Implementation
Your Profile
Experience in Customer or Technical Support, preferably in a B2B SaaS environment
Excellent written and spoken English
Able to work independently and comfortable working remotely
Motivated by finding great solutions for customers, with a truly service-oriented approach
Able to quickly get up to speed on new and technically complex issues, prioritize them, and stay organized
Ideally, experience with ticketing and CRM systems (e.g. Jira, Salesforce)
Good level working with Excel or Google Sheets
Experience working in an international team
Open to new ideas and approaches
Comfortable researching new issues
Access to a strong and reliable internet connection at home
Some completed college education
Eligible to work in the Republic of the Philippines
Bonus Points
Basic MySQL skills, including writing and updating queries
Understanding of HTML, CSS, and JavaScript, and able to troubleshoot browser errors
Previous experience with APIs, including working in Postman
Basic understanding of location management on networks such as Google and Facebook