customer support engineer ( Work From Home)TSG Outsourcing

How to Apply:
 
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/6jCzuQw2WhQsN3Kf8
 
Rate: $5/hr, and earn up to PHP 50,000+/month.
Schedule: Central Time (with 24/7 flexibility including evenings, weekends, and on-call shifts)
 
CUSTOMER SUPPORT ENGINEER (WORK FROM HOME)
 
About the Role
 
We are seeking a Technical Support Engineer to join our growing team. This role is a critical customer-facing position that combines technical expertise with a passion for problem-solving.
 
You will provide advanced technical support to customers, enabling them to maximize the benefits of our innovative payment solutions for vehicles. Working across phone, chat, and email, you will diagnose complex technical issues, resolve challenges, and ensure a seamless customer experience.
 
Additionally, you will collaborate closely with internal teams to provide actionable insights that enhance our offerings and contribute to process improvements. This role is an opportunity to be part of a forward-thinking company that is redefining payment innovation in the automotive and fleet industries.
 
What You'll Do
Provide Expert Technical Support
Deliver outstanding customer service by maintaining a positive, empathetic, and professional demeanor at all times.
Act as the first line of support, resolving advanced technical inquiries via phone, chat, and email with efficiency and accuracy.
Diagnose, troubleshoot, and resolve technical issues across our web and mobile platforms.
Escalate unresolved or complex issues to the Engineering team with detailed diagnostics and supporting information.
Enhance the Customer Experience
Analyze and document customer feedback to identify recurring issues and opportunities for product enhancements.
Serve as a customer advocate, ensuring feedback informs product development and operational improvements.
Educate customers on the effective use of our solutions, including troubleshooting steps and best practices.
Lead Process Improvement
Develop and refine scalable processes for managing customer support workflows, ensuring consistency and efficiency.
Maintain comprehensive documentation of all customer interactions, technical issues, and resolutions to build a robust knowledge base.
Collaborate with cross-functional teams to improve internal systems and tools that support the customer experience.
Stay Ahead of the Curve
Maintain in-depth knowledge of our product offerings, including updates, new features, and integrations.
Stay informed about advancements in NFC technology, fintech solutions, and related ecosystems.
Proactively learn and adapt to emerging technologies to better support our evolving platform.
Must Have Qualifications:
5+ years of experience in technical support, ideally within fintech, mobility, or payment solutions.
Proficient in NFC technology, including applications like Apple Pay and Google Wallet and its applications in commercial use cases.
Fluent in English with confident verbal and written communication skills.
Capable of navigating app functionalities, including downloading and using the app (with awareness of potential regional restrictions).
Strong understanding of fueling processes and related technologies.
Demonstrates excellent problem-solving skills, with a knack for tackling puzzles and resolving complex challenges.
Proficiency with customer support platforms such as HubSpot, Zendesk, or similar tools.
Advanced troubleshooting skills with a systematic approach to resolving technical challenges.
Strong organizational skills to prioritize and manage multiple customer cases simultaneously.
Ability to analyze customer feedback and technical data to provide actionable recommendations for product and service improvements.
Willingness to work evenings, weekends, and on-call shifts to support global customers when required.
Nice to Have Qualifications:
Proven experience in the payments platform and fintech industry, with a deep understanding of payment systems and technologies.
Expertise in fueling operations and fleet management, including industry-specific processes, challenges, and solutions.
Proven experience supporting commercial fleets and over-the-road (OTR) customers.
Familiarity with API integrations, web technologies, and mobile platforms.
Additional Requirements
Act as the first line of support, resolving advanced technical inquiries via phone, chat, and email.
Escalate unresolved or complex issues to the Engineering team with detailed diagnostics.
Serve as a customer advocate to inform product development and operational improvements.
Educate customers on the effective use of our solutions and best practices.
Develop and refine scalable processes for managing customer support workflows.
Maintain comprehensive documentation of customer interactions and technical resolutions for the knowledge base.
Collaborate with cross-functional teams to improve internal systems and tools.
Maintain in-depth knowledge of product offerings, updates, and integrations.
Stay informed about advancements in NFC technology and fintech ecosystems.
Support customers on a potential 24/7 schedule including evenings and weekends.