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Technical Customer Support

Y

YourMembership

10 - 20K PHP
Full-time
Cebu City, Cebu
Customer ServiceCommunication SkillsProblem SolvingConflict ResolutionEmpathyTime ManagementTechnical SupportKnowledge of Web3Active ListeningData Entry

This role works in a non-scripted support environment, specialists are expected and required to troubleshoot independently and think through problems, rather than follow a fixed call flow or script.



How you will make a significant impact:

  • Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service

  • Learn the inner workings of a member-management SaaS platform

  • Troubleshoot and resolve client reported issues

  • Train clients on how to best use a highly configurable platform

  • Provide reporting to clients on the status of support cases

  • Work with the Product Development team to address bugs and advance the product.



What you bring:

  • Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365

  • Experience with HTML and CSS

  • JavaScript knowledge & experience is an advantage

  • Demonstrates confidence and professionalism in conversations without sounding scripted.

  • Naturally builds rapport, adapts communication style to different audiences, and effectively guides discussions toward desired outcomes.

  • Ability to work well in a team environment and collaborate with all levels of staff

  • Capability to manage up and escalate as needed depending on the situation

  • Prior experience supporting various software applications is an advantage.

  • Aptitude to multi-task and prioritize while staying organized and managing time effectively

  • Capacity to handle difficult situations effectively in a fast-paced environment

  • Ability to understand technical jargon and communicate it to clients who have limited technical knowledge, simplify Technical Concepts, translate technical jargon into plain language for non-technical customers.

  • Capability to think and act independently and apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, decide under pressure

  • Excellent interpersonal skills, with a positive, friendly, and helpful attitude, handles frustrated customers, manage expectations, maintain ownership until resolution.

  • Ticketing Systems knowledge is a plus! (ServiceNow, Zendesk, Freshdesk, Jira, Salesforce; document issues, update tickets, track resolutions, follow SLAs)

  • Ability to actively listen, understand the real issue, clarify vague descriptions, avoid assumptions.

  • Customer Management — handle frustrated customers, manage expectations, maintain ownership until resolution

  • Product Learning Agility — learn new products quickly, read knowledge-based articles, stay current on updates

  • Documentation — write clear ticket notes, root-cause findings, and resolution summaries— speak naturally, build rapport, adapt communication style, guide the conversation

  • Nice to haves, CompTIA A+ and ITIL Foundation certifications.



Please refer to job description.