GPC Philippines Corporation is currently seeking a Customer Support Specialist for a US-based client. This position will be working from 8:00 am to 5:00 pm PST and applicable for Philippine-based candidates only.

Job Description

The Customer Support Specialist will enjoy working directly with customers and helping them find solutions. You will be working closely with all members of the Customer Experience team, including Product Support, Customer Success, and Onboarding. The Support Specialist role is responsible for addressing and resolving inbound customer issues related to client's full product catalog via phone, email, and chat.

Key Responsibilities:

• Investigate and resolve incoming customer inquiries across the client's suite of products and services, including email marketing automation (Campaigns), SMS/Text platform (Convos), and website platform (Websites).
• Interact with the clients customers via email, live chat, and phone channels.
• Triage and escalate complex customer issues to the appropriate team members (tier 2/product support).
• Troubleshoot and resolve customer issues effectively.
• Inform customers about the clients products and best practices.
• Clearly communicate expectations, next steps, and timelines to customers.
• Contribute to team and company projects as directed by your manager.
• Collaborate with internal and external teams to ensure a positive client experience.

Inbound Issues Include: 

• Email marketing automation
• Website content support
• SMS automation
• Customer billing

This role will use the following tools and systems:

• Freshdesk
• HubSpot
• Zoom
• Slack
• Notion
• Google Suite
• The client's products, including the website platform, email automation platform, and texting platform.
  

Qualifications:

• 2+ Years previous experience in a Saas or technical customer service position
• Fluency in written and spoken English
• Ability to clearly communicate with customers by phone, live chat, and email
• Ability to multitask and meet deadlines
• Proven ability to proactively troubleshoot and diagnose issues independently
• Experience with web technologies, CMS and/or other website platforms
• Solution-oriented mindset
  

Check out our benefits below.

• Equipment Provided: All necessary equipment supplied to ensure you're set up for success.
• HMO Coverage: Starting on day one for both you and your dependents!
• Generous Paid Leave: Up to 21 days of paid leave annually.
• Monthly Cellphone Stipend: Stay connected with our monthly allowance.
• Holiday Premium Pay: Enjoy premium pay for working on Philippine holidays.
• De Minimis Benefits: Included in your base salary, provided monthly.