What's the opportunity about?
We are expanding our Support Team in Cebu to better serve our growing global customer base.
As a Support Engineer (SE), you are a key point of contact for our customers and internal stakeholders, providing product and service information and resolving any issues our customers experience with accuracy, efficiency and enthusiasm. Our current communication channel is email but may soon include chat as well.
The best SEs are genuinely excited to help customers and internal stakeholders. They're patient, empathetic, excellent listeners and articulate communicators. Problem-solving also comes naturally, with confidence in troubleshooting, investigating and resolving issues as well as collaborating with cross-functional teams if more inputs are needed to achieve resolution.
Our objective is to ensure excellent service standards, respond efficiently to customer inquiries and maintain the highest levels of customer satisfaction.
Requirements
You'll help create understanding by... 🗝
Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments
Perform technical analysis of customer issues and define plan for fixing them
Having direct involvement with the product and engineering teams
Create Knowledge Base articles, best practice guides and other documentation
Resolving product or service issues by clarifying the customer's complaint and following up to ensure full resolution within SLAs
Preparing service reports by collecting and analyzing customer information
Identifying and assessing customers' needs to achieve satisfaction
Building sustainable trust-based relationships through open and interactive communication through multiple channels (digital and voice)
Providing accurate, valid and complete information by using the right methods/tools
Liaising with 3rd Parties and Vendors when necessary to aid in the successful resolution of tickets;
Following communication procedures, guidelines and policies
Going the extra mile to engage customers
You'll move the needle if you have... 🛠
Near-native level of English with a fully fluid discourse and a superb vocabulary toolkit;
Proven customer support/service experience in an enterprise/high-value customer context;
Experience of working within an incident-based service management environment;
Experience of supporting proprietary online applications;
Experience of ITIL methodology is preferable;
Knowledge of CAT Tools e.g. XTM, and their principles; TMX, GMX, Glossary, Terminology is a plus.;
Superlative phone and written contact handling skills and active listening;
Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues;
Familiarity with ticketing systems, preferably Zendesk;
Familiarity with Jira and Confluence;
Customer orientation and ability to adapt/respond to different types of characters;
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues;
Ability to describe the details on technical issues in all their complexity when needed;
Strong and determined troubleshooting and problem-solving skills on technical queries;
Ability to multi-task, prioritize and manage time effectively;
Degree or equivalent professional experience;
Proactivity, empathy and autonomy;
Ability to work and learn in a fast-paced and target-driven environment;
24/7 availability (with the possibility to work occasionally from home).
Benefits
Competitive salary at one of Europe's leading tech startups
Stimulating startup environment committed to diversity and inclusion
Individual budget to set up your workstation (mechanical keyboard, mouse, etc.)
Stock options
Health Insurance
Role-related and professional skills training, to support you on your career journey
Access to a mentor within the company, to oversee your development in the area of your choice.
Free Calm App Subscription
MacBook and external monitor
Annual company retreat to have fun, build bonds with colleagues, and make new friends around the globe
The Tower of Unbabel
Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies.
The company's language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.
Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Facebook, Microsoft, Booking.com, and Under Armour, to communicate effortlessly with customers around the world, no matter what language they speak.
Unbabel
We are expanding our Support Team in Cebu to better serve our growing global customer base.
As a Support Engineer (SE), you are a key point of contact for our customers and internal stakeholders, providing product and service information and resolving any issues our customers experience with accuracy, efficiency and enthusiasm. Our current communication channel is email but may soon include chat as well.
The best SEs are genuinely excited to help customers and internal stakeholders. They're patient, empathetic, excellent listeners and articulate communicators. Problem-solving also comes naturally, with confidence in troubleshooting, investigating and resolving issues as well as collaborating with cross-functional teams if more inputs are needed to achieve resolution.
Our objective is to ensure excellent service standards, respond efficiently to customer inquiries and maintain the highest levels of customer satisfaction.
Requirements
You'll help create understanding by... 🗝
Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments
Perform technical analysis of customer issues and define plan for fixing them
Having direct involvement with the product and engineering teams
Create Knowledge Base articles, best practice guides and other documentation
Resolving product or service issues by clarifying the customer's complaint and following up to ensure full resolution within SLAs
Preparing service reports by collecting and analyzing customer information
Identifying and assessing customers' needs to achieve satisfaction
Building sustainable trust-based relationships through open and interactive communication through multiple channels (digital and voice)
Providing accurate, valid and complete information by using the right methods/tools
Liaising with 3rd Parties and Vendors when necessary to aid in the successful resolution of tickets;
Following communication procedures, guidelines and policies
Going the extra mile to engage customers
You'll move the needle if you have... 🛠
Near-native level of English with a fully fluid discourse and a superb vocabulary toolkit;
Proven customer support/service experience in an enterprise/high-value customer context;
Experience of working within an incident-based service management environment;
Experience of supporting proprietary online applications;
Experience of ITIL methodology is preferable;
Knowledge of CAT Tools e.g. XTM, and their principles; TMX, GMX, Glossary, Terminology is a plus.;
Superlative phone and written contact handling skills and active listening;
Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues;
Familiarity with ticketing systems, preferably Zendesk;
Familiarity with Jira and Confluence;
Customer orientation and ability to adapt/respond to different types of characters;
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues;
Ability to describe the details on technical issues in all their complexity when needed;
Strong and determined troubleshooting and problem-solving skills on technical queries;
Ability to multi-task, prioritize and manage time effectively;
Degree or equivalent professional experience;
Proactivity, empathy and autonomy;
Ability to work and learn in a fast-paced and target-driven environment;
24/7 availability (with the possibility to work occasionally from home).
Benefits
Competitive salary at one of Europe's leading tech startups
Stimulating startup environment committed to diversity and inclusion
Individual budget to set up your workstation (mechanical keyboard, mouse, etc.)
Stock options
Health Insurance
Role-related and professional skills training, to support you on your career journey
Access to a mentor within the company, to oversee your development in the area of your choice.
Free Calm App Subscription
MacBook and external monitor
Annual company retreat to have fun, build bonds with colleagues, and make new friends around the globe
The Tower of Unbabel
Unbabel eliminates language barriers so that businesses can thrive across cultures and geographies.
The company's language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel, so agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build customer trust in every corner of the world.
Based in San Francisco, Calif., Unbabel works with leading customer support teams at brands such as Facebook, Microsoft, Booking.com, and Under Armour, to communicate effortlessly with customers around the world, no matter what language they speak.
Unbabel
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
Submit profile
Unbabel
About the company
Position support Engineer recruited by the company Unbabel at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Support Engineer or Unbabel company in the links above
About the company