Customer Support Agent - #35050

3 weeks, 4 days ago
Full-time
Mid Level
Customer and Technical Support
Recruitment & Search Agency - Headhunter in the Philippines

Recruitment & Search Agency - Headhunter in the Philippines

Manila Recruitment is a top recruitment agency in the Philippines, offering hiring solutions for executive search, IT, developers, managers, and specialized roles. With a database of over 250,000 candidates, we provide innovative headhunting services a...

Professional Services
11-50
Founded 2010

Description

  • Provide behind-the-scenes support for Customer Success Specialists training new users on the software.
  • Provision new customer accounts, including environment setup, password issuance, and access to learning tools.
  • Respond quickly to customer support queries through Intercom, resolving simple issues, investigating complex issues, or logging bugs in JIRA.
  • Update client workflows and perform account customizations to support user implementation of the app.
  • Conduct account health checks to assess how customers are using the software and identify support needs.
  • Process subscription changes such as upgrades, downgrades, and cancellations.
  • Maintain and update documentation as product features change and evolve.

Requirements

  • Minimum 3 years of experience in Customer Success, IT Chat Support, or a similar role.
  • Experience in the mortgage broking industry is highly desirable.
  • Strong customer service or chat support experience in the IT industry may be considered if mortgage broking experience is absent.
  • Experience in broking, banking, or finance industries is highly preferred.
  • BPO experience may be considered if the accounts handled are in related industries.
  • High comfort level using computers, cloud software, and ticketing systems such as Intercom or Zendesk.
  • Proficiency with other ticketing systems will also be considered.
  • Excellent attention to detail and comfort working with spreadsheets and data.
  • Strong written and verbal communication skills, including excellent English communication.
  • Troubleshooting and problem-solving ability, with a proactive and can-do attitude.
  • Experience with technical support or training is useful but not essential.
  • Experience with loan processing or finance is useful but not essential.
  • Full-time, permanent role with a Monday to Friday schedule and rotating shifts starting between 6:00 AM and 8:00 AM PH, with 8 hours of work excluding lunch break.
  • Work-from-home setup in the Philippines.

Interested in this position?

Apply directly on the company website

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