22 April 2021
Customer Champion – Rotating Shift (Technical Support)

Overview:

Beepo is a Probe Group company, a full service Australian owned outsourcing company. With 12,600 people and over 15,000 deployed workstations across 6 countries. Making Probe the largest and most diverse Australian owned customer experience outsourcing provider. 
 
Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.
 
You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
 
Duties and Responsibilities:
  • Provide amazing, detailed and prompt email support via a comprehensive case management system
  • Engage with customers via live chat, providing real-time assistance
  • Occasionally call customers via phone to further help and amaze them
  • Help out ‘other’ support teams and agents, who are helping ‘their’ customers use the SaaS and their own software
  • Help the Success team meet and exceed our committed SLA’s and response times
  • Gain a thorough understanding of common ecommerce, retail, accounting, CRM and fulfilment data and processes
  • Analyse and document reproduction steps for issues identified as potential bugs/errors in the SaaS system
  • Create tickets with comprehensive documentation of issues to be further investigated and resolved by SaaS developers
  • Escalate cases as required, (e.g. to senior support) and follow up / learning from those cases as they are resolved
  • Create of knowledge base documentation relating to common issues, including clear information so that customers can ‘self help’
  • Interact with Testing, Product Development, Sales / Marketing and Management teams to support multi-discipline activities
Qualifications and Experience:
  • Certificate / Bachelor’s degree in Information Technology and/or General Business/Accounting
  • At least 1 to 2 years in Customer Service or Technical Support role
  • Understanding of any CRM
  • High level of competency with computers and common office tools
  • High level of competency in English, including written, oral comprehension and clear spoken, additional languages a plus
  • Positive customer-oriented attitude – a people pleaser
  • Understanding of Web Technologies - HTML, CSS, Javascript, JSON, Oauth, API’s etc.
  • Understanding of software development including ability to read, interpret and diagnose technical problems from event logs would be ideal
  • Flexible to work in a rotating shift