Technical Customer Support Specialist – Level I
Embed
full-time
Posted on:
Location Type: Hybrid
Location: Quezon City • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- First point of contact for customers; hence, develop relationships and build rapport quickly with customers
- Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel
- Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
- Investigate, replicate, validate, and troubleshoot incidents raised by customers
- Create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
- Conduct initial troubleshooting, validation, and root cause investigation
- Triage inbound issues, prioritize ticket queues, and escalate appropriately
- Communicate proactively with customers using clear and professional language
- Use internal tools and knowledge bases to ensure up-to-date and accurate solutions
- Collaborate with other team members to improve processes and documentation
- Mentor and guide junior support staff through escalated issues
- Identify trends and suggest improvements to enhance customer experience
Requirements
- 3+ years of experience in a customer or technical support role
- Strong troubleshooting and critical thinking skills
- Excellent verbal and written communication skills
- Experience working with ticketing systems and support platforms
- Ability to mentor and support team members in resolving complex queries
- A proactive and solutions-focused mindset
- Knowledge of relevant software, systems, or tools (CRM, ticketing tools, etc.)
- Ability to work independently and collaboratively in a fast-paced environment
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcritical thinkingticket loggingincident managementroot cause investigationprocess improvementcustomer support
Soft skills
communicationmentoringcollaborationproactive mindsetsolutions-focused