[Hiring] Technical Support Specialist - Bilingual English speaking @Uberall

Role Description

We want to expand our Technical Support team to work remotely from the Philippines and provide technical-level support for our North American customers. This role requires fluent English language skills.

Your Responsibilities:

• Manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction.
• Handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding.
• Describe and escalate bugs through the appropriate internal channels (e.g. Jira) if necessary.
• Collaborate closely with colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc.
• Support the rest of the Global Technical Service team in their efforts to constantly develop and improve processes.
• Work on individual projects and documentation to be used internally and externally.

Qualifications

• BA/BS degree (optional).
• Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas of digital marketing, e-commerce, or IT.
• Experience in technical account management, increasing customer satisfaction, and reducing customer churn through technical solutions.
• Motivated by finding great solutions for customers with a service-oriented approach.
• Ability to quickly familiarize with new and technically complex issues, prioritize them, and organize oneself.
• Experience with ticket and CRM systems in the past (e.g. Jira, Salesforce).
• Proficient in Excel, especially with large data sets.
• Experience working in an international team.
• Fluent in English.
• Open to new ideas and approaches with excellent oral and written communication skills.
• Ability to work independently and comfortable working remotely.

Requirements

• Basic MySQL skills and ability to write/update queries.
• Understanding of HTML, CSS, and JavaScript with the ability to troubleshoot browser errors.
• Previous experience using APIs.
• Experience with and ability to navigate Postman.
• Basic understanding of location management on networks such as Google and Facebook.