JOB OVERVIEW
We see customer support as a competitive advantage at the company and invest in making sure we have the best team in the business.
The Customer Support Specialist is responsible for delivering exceptional customer support to our global customers, including answering 'how to' questions, troubleshooting bugs, advising customers on best practices, and gathering product feedback to help us build a better company.
**Qualification**:
- Minimum of 1 year Customer service, Accounting background
**Key responsibilities**:
**Becoming a product expert**
- Understanding the company's customers and the product deeply, to match the company's features and solutions with customer needs
- Knowledgeable in accounting to be able to speak the customer language, and deliver effective solutions when accounting is a critical component
- Being an expert on product work-arounds and solutions to maximize the value customers are able to get from the product
**Delivering excellent customer experience across the customer journey**
- Deliver concise, helpful and empathetic responses to customer queries, primarily via our support ticket platform Intercom (written responses).
- Develop extensive knowledge of our Help Centre and knowledge base to help answer customer queries as swiftly and accurately as possible.
- Collaborate with other teams to facilitate the conversion of trialists, product onboarding, and account management
**Driving product fixes and improvements**
- Help to resolve bugs through communication with the product team
- Be the 'voice of the customer', sharing feedback with the product team to shape the product roadmap based on common customer needs and questions
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Makati City: Reliably commute or planning to relocate before starting work (preferred)
**Experience**:
- Customer Care Specialist: 1 year (preferred)
**Language**:
- English (preferred)