Technical SupportSmartsourcing

Why Smartsourcing?
We're a certified
Awarded by HR AISA as a to Work for in the Philippines * We are CCAP and IBPAP registered
What's in it for you?
Above-industry salary package
Day Shift
Fixed weekends off
HMO coverage for you and your dependent/s after one (1) month
Free lunch every day
Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
Subsidized gym membership at Anytime Fitness
Paid leaves
What you will be doing:
Triage all inbound customer queries across all support levels and familiarizing with internal collaboration by the end of 3 months
Resolve all Level 1 & 2 customer queries by the end of 6 months
Meet support benchmark SLAs by the end of 3 months through providing thorough and timely support to users
Escalate tickets through to Level 3 and write insightful and comprehensive tickets by the end of 3 months
Analyze and review top support queries and trends to share with the product team by the end of 6 months
BS in Information Technology or relevant diploma
Comfortable with using technology - decent computer literacy
Good communicator and good customer service skills
Able to see the bigger picture and identify root causes to solve
Experience as a Customer Support Specialist or similar CS role
Familiarity with our industry is a plus (electronic manufacturing services)
Experience using help desk software and remote support tools
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
Self-motivated
Personally organized
Adaptable/flexible
Strong work ethic
Problem-solving
Coachable
Smartsourcing

Cebu City, Cebu
Permanent
Full-time