tech & Customer support agentExpertiseLocal

Job Summary
The Tier 2 Technical & Customer Support agent will be responsible for assisting our top-ranked service providers with technical support questions related to adding our HTML award badges to their website. These interactions may be handled via inbound or outbound calls as well as email messages. You will also assist the team with other customer support-related escalations.
This is a work from home position
Night shift Philippines time from 11pm to 7am, Mon - Fri
About Us
At Expertise.com, we strive to support local communities by connecting consumers with the best service professionals. We stand behind every recommendation and celebrate every happy customer.
Expertise.com features objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what's important when searching for experienced professionals - whether dentists, attorneys, or roofers - so our readers trust that when we say a company is one of the best, it is.
Duties and Responsibilities
Provide tech support assistance via phone or email to answer provider questions on adding the Expertise.com award badge to their website
In certain cases, you may be required to jump on a screen share to more directly walk the service provider through the steps and to help them troubleshoot any issues (screen share only, no camera)
Create and maintain provider-facing manuals and documentation on how to update common website platforms to add the Expertise.com award badge
Tweak or alter award badges to meet custom requests (in Photoshop or Illustrator)
Answer escalated inbound support calls
Handle and respond to escalated email cases using templates & free-form responses
Assist with regular cases during peak hours to reduce the delay in our response
Required Skills and Knowledge
2+ years of Tech Support experience
Experience with various website platforms, especially WordPress
Proficient understanding of HTML
Basic knowledge of Adobe Photoshop and Illustrator
Excellent English skills: written & verbal - You will need to easily communicate technical information to an audience with limited knowledge or skill in making changes to their website
Pleasant and conversational disposition - Be able to fill gaps of silence with engaging conversation to keep the provider at ease and comfortable
Fast learner - Be able to learn new skills and adapt to different situations you may encounter while editing a website or provide technical support
A creative and curious mindset and an eagerness to learn new things
Valuable Tool Knowledge (Nice to Have)
Salesforce
Adobe Photoshop
Adobe Illustrator
WordPress
Wix
Squarespace
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ExpertiseLocal

Philippines
Permanent
Full-time