About the job CLIENT SUPPORT SPECIALIST
About the Role:
We are seeking a proactive and customer-focused Tier 1 Tech Support Specialist to join our team. In this role, you will serve as the first point of contact for WeSuite end users, providing timely and effective technical assistance. You will be responsible for troubleshooting basic technical issues, guiding users through solutions using self-help resources, and escalating more complex cases to specialized IT teams when needed. This is a key role for ensuring the continued success of our users and offering exceptional customer service.
Key Responsibilities:
Technical Support: Provide first-line support for WeSuite end users, resolving technical issues promptly and accurately.
Troubleshooting: Utilize self-help articles, FAQs, and knowledge bases to resolve common issues and assist users with software-related problems.
Issue Escalation: Identify and escalate complex technical issues to Tier 2 or higher support teams as necessary.
Customer Service: Maintain a positive and professional demeanor while managing user concerns, ensuring a high level of user satisfaction.
Communication: Effectively document and communicate support cases via Zendesk and MS Teams, providing updates and resolutions as required.
Required Qualifications:
Experience: Up to 5 years of experience in technical support
Technical Skills: Working experience with SQL databases, report creation in Crystal Reports, basic understanding of C# and IIS, and experience using Zendesk for ticketing and live chat.
Soft Skills: Strong verbal and written communication skills, exceptional attention to detail, excellent time management abilities, and the capacity to prioritize tasks in a fast-paced environment.
Customer-Centric Mindset: A genuine desire to help people and resolve issues efficiently while maintaining a positive user experience.
Tools & Platforms:
MS Teams (email, video communication)
Zendesk (ticketing system, live chat)
Why Join Us:
Work with a collaborative and supportive team.
Gain experience working with diverse technical environments.
Contribute to building scalable support processes and knowledge management systems.
Working Conditions:
Work setup preferred: Fully Remote
Working Hours: Eastern Timezone, Monday to Friday, 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.