B2B CUSTOMER SUPPORT

The Role:

We will be looking for 2 to 3 motivated and results-driven Tier 1 Customer Support Associates to join your team. This role is crucial in answering customer inquiries using a knowledge base via JIRA, escalating higher tier issues to Tier 2 as needed.

Responsibilities:

• Customer Interaction:
  • Respond to customer inquiries mostly via email, sometimes calls, provide initial support for customer issues, including answering questions about products or services.
• Issue Resolution:
  • Troubleshoot and resolve basic technical problems or service issues.
  • Escalate more complex issues to higher-tier support teams as needed.
• Documentation:
  • Log and track customer interactions and issues in a CRM (JIRA) system.
  • Maintain accurate records of customer interactions and follow-up actions.
• Customer Service:
  • Ensure a positive customer experience by being courteous, empathetic, and professional.
  • Follow up with customers to ensure that their issues are resolved satisfactorily.
• Adherence to Protocols:
  • Follow company guidelines and standard operating procedures via company knowledge base.
  • Stay updated on product or service changes and policy updates.

Qualifications:

• Communication: Strong written and verbal communication skills to effectively interact with customers.
• Problem-Solving: Ability to troubleshoot issues and provide solutions within the scope of the role.
• Empathy: Demonstrated ability to empathize with customers and address their concerns professionally.
• Technical Proficiency: Basic knowledge of computer systems and software; familiarity with CRM tools is a plus.

Preferred Qualifications:

• Experience in B2B customer support or a similar role.
• Familiarity with the industry and target market.
• Ability to work independently and as part of a team.

Working Conditions:

• Work setup preferred: In Office
• Working Hours: CST, must be amenable to shifting schedule

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, and we offer the worlds leading aggregator marketplace for outsourcing.

We specifically provide the conduit between Philippines outsourcing suppliers and the businesses clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.