Customer Support Representative for pdfFiller

Job Locations PH
Job ID
2022-1257
Category
Customer Service/Support
Type
Regular Full-Time

Overview

We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. You will work alongside other Support Specialists and report to the Support Manager.

 

You must be efficient, detail-oriented and great at prioritisation. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket/s hats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

 

We offer competitive compensation and benefits.

Responsibilities

— Experience 1+ year on a Support Specialist position in IT company;

— Customer service skills and passion for helping others;

— Fluent English, excellent grammar and writing skills;

— Excellent communications skills;

— Technical background is a plus;

— Flexibility in work hours to accommodate the US market.

 

Will be a plus

— Knowledge of MySQL or other relational DB

— Experience with bug tracking systems (i.e. Jira)

— BA degree in Computer Science or Software Engineering

Qualifications

— Resolving all types of support issues received via ticketing system, chat or phone;

— Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;

— Support customers by providing helpful information, answering questions, and responding to complaints;

— Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;

— Manage large amounts of incoming inquiries;

— Identify and assess customers’ needs to achieve satisfaction;

— Build sustainable relationships of trust through open and interactive communication;

— Meet personal/team targets;

— Follow communication procedures, guidelines and policies;

— Go the extra mile to engage customers.

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