Technical Support Specialist 1 | WFH

The Technical Support Specialist 1 is responsible for developing deep knowledge of the company’s software applications and interacting with clients and their end-users to ensure technical issues and questions are resolved quickly and efficiently. This individual is committed to delivering a best-in-class support experience and understands that the role has a significant impact on client relationships, trust in the company’s service, and overall client satisfaction and retention.

Job Tasks and Responsibilities:

• Provide an exceptional customer support experience via email and phone by combining empathy, product knowledge, and clear, thoughtful communication
• Triage, investigate, and assess incoming issues to determine root causes, impact, and urgency
• Follow established procedures to complete software configurations and resolve known issues
• Identify gaps in documentation and contribute to knowledge bases or write new training material for users and internal team members
• Collaborate with cross-functional teams to escalate and resolve complex issues when necessary

Qualifications:

• Proven history of high performance and being recognized by peers as a go-to resource for help
• Strong desire to learn, grow, and share knowledge with others
• Highly organized and detail-oriented with effective problem-solving skills
• Clear and coherent in both verbal and written communication skills, with the ability to explain technical topics to non-technical audiences
• Experience with modern tools and platforms, including Zendesk, Jira, Slack, Zoom, PagerDuty, and NewRelic
• Experience with web troubleshooting, including capturing network traces and extracting .HAR files
• Familiarity with log files, SaaS platforms, API integrations, and FTP troubleshooting.
• Understanding of warehouse systems, their operations, and common challenges

Work Location: WFH (within Philippines only)

Work Schedule: Must be amenable with any of the 2 schedules:

• 6pm - 3am PH Time, Mon-Fri
• 2am - 11am PH Time, Tue-Sat

What awaits you?

• Competitive Compensation
• Monthly Allowance
• 13th month pay
• 25% night differential ** (terms apply)
• Mid-Year Bonus ** (terms apply)
• HMO Coverage & Life insurance
• Mandated Government Benefits
• Company provided equipment
• Great Company Culture