Technical Support Associate | Philippines

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Technical Support Associate | Philippines
Remote - Philippines, PHL
Description
Who we are: Peak support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery centers across the Philippines, Colombia, Europe and India.
Our mission is to empower our team to innovate and deliver beyond expectations, and we're currently looking for a Technical Support Associate for one of our projects to champion this mission and grow with us!
Could you be our next hire?
Essential Duties and Responsibilities: Provide front-line support for our community via email, live chat, and other channels  Handle customer requests and questions with a thoughtful, friendly and empathetic tone  Research customer issues and work with internal departments to find solutions  Develop a reporting system of all common issues received that can be provided to internal departments to better our product  Utilize systems for tracking bugs, partner requests, and identify ways to improve our support processes  Understand and capture customer feedback to help highlight trends for future product, growth, and marketing initiatives  Create, edit, and continuously update our knowledge base so our partners can easily access information  Build out and monitor online communities to help improve overall social media reputation. Requirements Qualifications: Experience or understanding of customer communication and ticketing tools, specifically Zendesk  Excellent written and verbal communication skills  HTML, Java, CSS knowledge  Critical thinking, and analysis / troubleshooting abilities  Self-motivated, resourceful and accountable, while thriving in a collaborative team 2+ years of professional experience, ideally in a fast-paced environment  Familiarity with the Google productivity suite and JIRA (Drive, Docs, Sheets, etc.)  Previous professional experience in a customer service / support environment #J-18808-Ljbffr