**Job Title: Online Support Specialist**
**Company: mClinica**
**Location: Caloocan, NCR, PH**
**Job Type: Part-Time**
**Seniority Level: Associate**
**Years of Experience: 4**
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**Job Description:**
mClinica is seeking a motivated and dedicated Online Support Specialist to join our dynamic team. As a part-time Online Support Specialist at mClinica, you will play a pivotal role in enhancing our customer experience by providing timely and effective support to our users. Your focus will be on ensuring that our clients receive the help they need through various online communication channels, thus fostering a positive relationship with our brand.
### **Key Responsibilities:**
- **Customer Support:** Provide exceptional online support to clients through email, live chat, and social media platforms, addressing inquiries, resolving issues, and providing product information.
- **Troubleshooting:** Assist users in troubleshooting technical issues related to our services and guide them through the steps needed for resolution.
- **Documentation:** Create and maintain comprehensive support documentation, including FAQs, knowledge base articles, and user guides, to help users find solutions to common problems.
- **User Feedback:** Collect and analyze user feedback to identify trends, insights, and areas for improvement in our products and services.
- **Collaboration:** Work closely with cross-functional teams, including product development and marketing, to relay customer feedback and recommend enhancements.
- **Training and Onboarding:** Assist in the onboarding process for new users and provide ongoing training to ensure they are fully equipped to utilize our products.
- **Performance Tracking:** Monitor and report key performance indicators (KPIs) related to customer support activities, ensuring alignment with company goals.
- **Adaptability:** Quickly adapt to new products, features, and changes in company protocols, incorporating them into customer interactions effectively.
- **Problem Resolution:** Employ persuasive communication skills to navigate difficult conversations, ensuring a resolution that satisfies both the customer and the company.
### **Requirements:**
- **Education:** A bachelor's degree in a relevant field or equivalent experience.
- **Experience:** Minimum 4 years of experience in online customer support or a similar role, preferably in a tech-based or healthcare-related environment.
- **Technical Skills:** Proficient with customer support software and tools; familiarity with CRM systems and understanding of basic technical troubleshooting.
- **Personality Traits:**
- **Hardworking:** Diligently committed to achieving goals and meeting deadlines while maintaining high standards of quality.
- **Energetic:** Brings a positive attitude and enthusiasm to the team, contributing to a vibrant work culture.
- **Soft Skills:**
- **Persuasion:** Ability to persuade and influence others with strong communication techniques, resolving conflicts and gaining user trust.
- **Attention to Detail:** Meticulous in handling tasks; ensures accuracy in communication and documentation while spotting potential issues before they escalate.
### **Benefits:**
- Provision of company equipment necessary for job performance.
- Complimentary gym membership to promote health and wellness.
- Life insurance coverage to support employees and their families.
### **Working Environment:**
At mClinica, we embrace creativity and promote a culture that values fresh ideas and inventive solutions. We believe in fostering a supportive environment where all team members can thrive and contribute their unique perspectives.
### **Application Deadline:**
Please submit your application by **October 4, 2024**. We look forward to reviewing your qualifications and discovering how you can contribute to our team.
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**Equal Opportunity Statement:**
mClinica is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
