Customer support officerGroworx Philippines, Inc.

About the Role:
Customer Support Officer will serve as Groworx first point of contact for our customers seeking assistance over the phone, email or chat. This is a great full-time opportunity for someone interested in a fun, fast-paced and challenging environment. We will provide you with the opportunity to make contributions immediately while developing the skills and knowledge to be successful.
What You'll Do:
Identify known issues and communicate any existing workarounds to the customer and clients
Update Knowledge Base as required
Provide reporter updates throughout the investigation and resolution process
Review feedback and feature requests
Ticket triage (inc. assignment of Priority based on the agreed guidelines)
Initial review of incidents and initial engagement with the customer
Identify user error issues
Respond to business inquiries
Seek assistance to the customer over the phone, chat, or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in logs
Follow-up and update customer on the status of the reported incident
Identify and suggest possible improvements in the processes and procedures
What specific experience we are looking for:
With at least 2 years of experience as a Customer Support Officer
With experience in Voice and Non-Voice Account
Experience in AU Account and knowledgeable in AU Geography
Scheduling or Healthcare Background is a plus
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
Willing to work on a shifting schedule, holidays, and weekends
Amenable to work in Alabang