This listing was posted on The Resumator.
Video Communication Software Account - Technical Support Specialist (Level 3)
Location:
Metro Manila
Description:
Role Details Type of Support: Omnichannel (Email, chat, phone, social media) Contract Duration: Full-time/Permanent Training Schedule: To be determined Work Schedule: To be determined Work Type and Location: Hybrid, Metro Manila Expected Start Date: August 8, 2024 About The Role As a Support team, we are focused on providing a support experience that is efficient, educational, and human, both at scale with our free users and individually with our Enterprise customers. You will be on the front lines supporting users via email and video messaging. You will work on different types of support requests, how features work, troubleshooting a potential issue or bug, or just general support. Our goal is to deliver a memorable customer experience through problem-solving and knowledge of best practices. What You'll Do: Responding to support requests through our ticketing system (Zendesk) while focusing on a high-quality customer experience Helping users navigate the platform and unlock value through education & best practices Communicating thoughtful, customized solutions that help users become advocates Responding promptly (within SLA requirements) to support requests Troubleshooting and investigating support inquiries to quickly identify issues and trends Diagnosing and escalating potential issues to higher tiers of support Acting as the voice of the customer by translating and representing customer feedback to the internal team Scheduling is a must as there may be times when you will need to adjust your schedule for more or less overlap with the wider teams What We Expect From You: Have excellent written and spoken English and likes to over-communicate (with both customers and the team) Are capable of troubleshooting technical issues by implementing critical thinking & logic Provide excellent support and have at least 3 years of experience in SaaS B2C/B2B Have great camera presence and love engaging with customers through video Excel at working independently and remotely with a distributed team, while handling a high volume of support conversations Go Beyond - You enjoy empowering customers to be successful. You don't stop at the answer, you also take the time to educate and provide additional value Be The Advocate - You are the voice of the customer. You believe that their voice should be communicated to the appropriate parties in order to close the feedback loop with customers Support for All - You see yourself as a supportive person by nature and are eager to provide help in any situation. Whether it is your customers, direct teammates, or other departments you want to support anyone who needs it Think Critically, Create Liberally - You have a hungry mindset for improvement and enjoy the challenge that comes with change. You look for opportunities to improve and create in everything you do Enhance Communication - You believe in the power of enhanced and effective communication using a way of life and you are ready to embrace it What You Will Get In Return: Hybrid workplace - depending on the partner, role, management, and/or personal workspace Overtime is available if applicable Competitive compensation based on experience Attractive benefits package including medical, dental, and vision options based on location Access to free posture-based fitness workouts from home Paid Sabbatical Leave Training opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Company Culture Is At Our Core Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally. Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact XXXX@partnerhero.com PRIVACY NOTICE PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .Powered by JazzHR
Company:
Partnerhero
Posted:
June 12 on The Resumator
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