XTN-537B372 | CUSTOMER SUPPORT SPECIALIST - EMAIL

The Customer Support team provides thorough troubleshooting and customer care with heart and authenticity. Our general support includes highly technical issues, billing inquiries, bug reports, and how-to walkthroughs. Within the organization, we amplify customer voices in product development and help our other customer-focused teams achieve their goals.

We're looking for an empathetic and customer focused individual to join our Manila Customer Support Team. You’ll be a liaison between the product team, our customers, and support our customers with questions and share best practices. You’ll focus on delivering exceptional customer support with a consultative business approach targeted towards making Asana clients successful.

This role is based in Manila,The Philippines with an expectation you’ll be providing overnight shift support to the North America client base of the client. You will be expected to commute to the office during normal business hours twice annually for in person training.

The main responsibilities of a CUSTOMER SUPPORT SPECIALIST - EMAIL include:

• Deliver timely responses to tickets, including outbound calls when needed.
• Take ownership of customer issues, ensuring timely resolution and keeping customers appropriately informed along the way.
• Manage your personal queue effectively, aligning with team response and follow-up goals.
• Ask targeted questions to fully understand customer issues and resolve tickets efficiently.
• Utilize available resources and tools to complete tasks and escalate appropriately when needed.
• Exhibit excellent communication skills, ensuring clear descriptions, grammar, and detailed troubleshooting notes.