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Technical Support Specialist (IT Background) - Shifting Schedule

Shifting Schedule

Pampanga, Central Luzon ·  3 August (updated)

Beepo, Inc.

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88 reviews
  • Description

  • 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%.

    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 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 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’s 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.

    • Flexible to work in a rotating shift

    • Must be willing to work in Clark, Pampanga

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Technical Support Specialist (IT Background)

  • Pampanga, Central Luzon

  • Company

    Beepo, Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply