Customer Support Specialist

Customer Support Specialist

Schedule: Monday to Friday | 6:00AM to 3:00PM PH

Location: Matina IT Park Davao City | Onsite

About the Role

We are looking for a curious, resourceful, and customer-focused Customer Support Specialist to join the team. The successful candidate will serve as one of the first points of contact for customers, assisting them with navigating the SaaS platform, addressing software-related concerns, and making the most of its features and capabilities.

This is a hands-on and varied role that offers exposure to customer support, technical troubleshooting, customer onboarding, product development, artificial intelligence (AI), and process improvement.

Previous experience in the technology or Software-as-a-Service (SaaS) industry is not required but would be an advantage. The ideal candidate is someone who demonstrates initiative, sound judgement, critical thinking, and a genuine willingness to learn. They should be comfortable exploring unfamiliar challenges, asking questions, and taking ownership of tasks through to completion.

The role also involves working closely with different internal teams to share knowledge, communicate customer insights, and contribute to continuous product and service improvements.

Key Responsibilities

1. Customer Support and Assistance

• Respond to customer enquiries through live chat, email, and phone, providing timely, clear, and practical assistance.
• Guide customers in navigating the SaaS platform and understanding its features and functionality.
• Assist customers with general software-related concerns and questions.
• Provide appropriate solutions and guidance while ensuring a positive and consistent customer experience.
• Maintain professional and helpful communication when handling customer concerns and challenging situations.

2. Technical Troubleshooting and Issue Resolution

• Investigate and troubleshoot software-related issues reported by customers.
• Identify potential causes of technical problems and work towards practical solutions.
• Coordinate with the Product and Development teams when issues require further technical investigation or resolution.
• Escalate complex or unresolved concerns to the appropriate team members.
• Follow through on reported issues and communicate relevant updates to customers and internal stakeholders.

3. Knowledge Management and Documentation

• Create, update, and maintain help centre articles, troubleshooting guides, and customer support resources.
• Develop clear and practical instructions to help customers understand and navigate the SaaS platform.
• Document recurring customer enquiries, common technical issues, and their corresponding resolutions.
• Share product knowledge and relevant information with internal teams to support consistent customer assistance.
• Contribute to the continuous improvement of internal documentation and knowledge-sharing resources.

4. AI, Automation, and Process Improvement

• Explore and utilise AI tools and automation to improve customer support processes and daily workflows.
• Identify opportunities to streamline repetitive tasks and improve troubleshooting efficiency.
• Participate in exploring new technologies and digital tools that may enhance support operations.
• Suggest practical improvements to existing workflows, processes, and support procedures.
• Remain open to learning and adopting new tools and technologies as the business evolves.

5. Product Feedback and Continuous Improvement

• Gather and communicate customer feedback, recurring concerns, and feature requests to the relevant internal teams.
• Identify common issues or patterns in customer enquiries that may require product or process improvements.
• Work with the Product team to relay customer insights and support ongoing platform development.
• Assist in identifying areas where the platform's usability and customer experience can be improved.
• Maintain awareness of customer concerns and contribute ideas that support better product functionality.

6. Cross-Functional Team Collaboration

• Work closely with the Customer Success, Implementation, Sales, and Product teams to support a consistent customer experience.
• Coordinate with relevant teams when customer enquiries require additional assistance or follow-through.
• Participate in knowledge-sharing activities and collaborate with colleagues to improve team processes.
• Build and maintain positive working relationships across internal teams.
• Support the delivery of a consistent and positive customer experience for clients across Australia and New Zealand.

Qualifications

• A bachelor's degree in Information Technology, Computer Science, Business Administration, Communications, or a related field is an advantage.
• Previous experience in customer service, customer support, technical support, administration, or a related role is preferred.
• Experience in a technology or SaaS environment is an advantage but not required.
• Familiarity with software platforms, digital tools, and online systems is beneficial.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Demonstrated problem-solving abilities, critical thinking, and sound judgement.
• Ability to manage multiple enquiries and responsibilities while maintaining attention to detail.
• Willingness to learn new technologies, systems, and processes.