05 April 2019
Technical Support Representative

Overview:

This is an exciting opportunity to work with a people centric, customer focused business. Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%.

In the Technical Support role within the success team, you will interact with customers on a daily basis, via Live chat and email, along with other internal teams such as development, testing and marketing.
You will advocate for our customers across all of your duties, always thinking of how we can amaze and delight our customers.

You will need great English communication skills, both written and verbal. 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 client's 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:

● 1-2 years in a customer facing role.
● Certificate / bachelor degree in Information Technology and/or General Business/Accounting.
● Understanding of software development including ability to read, interpret and diagnose technical problems from event logs.
● 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.