Tier 2-Technical Support Specialist-Manila

Tier 2-Technical Support Specialist-Manila Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.
That's why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.
With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.
Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.
Join us on our mission to put truth into action at and @alidaTXM.
This is a fully onsite role with two shifts available. One would be supporting the day shift (PHST 6:00am-3:00pm) and the other to support the overnight shift (PHST 1:00am-10:00am). The hours are intended to follow AEDT & PST schedules,the the office is located Ayala Triangle, Makati City. We are a global and cross-functional team dedicated to enable and empower our customers to use our products in fast, efficient, and world-class ways. The Technical Support team provides customer and internal staff with responsive and insightful technical support for all our products by working closely with our Engineering teams to provide workarounds or permanent solutions to our customers.
As a Technical Support Specialist, you are responsible for overseeing priority customer technical issues, which involve understanding the impacts to the customer and the business, while working to ensure the priority and severity of the request are appropriately assigned to the resolving engineering teams.
Critical to this role is taking ownership of service requests, providing regular updates and driving the bug prioritization process to resolve escalations quickly and effectively with all necessary parties. For this role, you are expected to work with the Technical Support Team as well as cross-functional teams within the organization such as Engineering, Product Manager, and Cloud Engineering to ensure appropriate prioritization with on-call availability and performing tasks as required by Management.
It is our job to ensure a high level of customer satisfaction in every interaction we have with our customers. About the role: Responsible for providing responsive and high-quality technical support via phone, online, chat, and email, not inclusive of product defects, to our customers for all our products. Maintaining clear documentation and dialogue for all Alida customers and recording all communication and activity in providing updates /or resolutions for the customer on a timely basis while creating, publishing and updating existing knowledge base articles using KCS methodology. Providing excellent customer management, inclusive of excellent communications, responsive follow through, and advocacy for customer issues while facilitating conversations between internal departments to work towards a resolution. Success criteria are highly focused on customer satisfaction levels. Prioritizing escalation requests, and effectively driving priority investigations to their conclusion. Ensure that each request is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). This includes taking ownership of the data entered into the CRM system, and updating both customers and appropriate internal employees on the status of all issues on a timely basis while working with development on product issues to explore interim solutions to immediate issues. Collaborating extensively with peers, Customer Success Managers, Development, and Programmers to resolve client issues while actively contributing to and maintaining a growing knowledge network that improves the effectiveness of our team and the information available to our clients. Proactively triage and analyze product defects/bugs/trends and serve as the customer champion driving improvement opportunities on behalf of our clients. Providing rotational on-call support coverage to the team and Alida customers outside business hours and the ability to work a flexible schedule. Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment. Coach and mentor the Support Team through knowledge sharing, troubleshooting and actioning sensitive Support Services requests. About you: Excellent English, written and verbal, communication skills. Fluency in additional European languages, such as French or German, is nice to have. Have 2-3+ years of technical support experience working with SaaS applications as well as experience negotiating and interacting with Product Development and Cloud Engineering teams to effect positive change for the clients and the platform. Bachelor's degree in computer science, management information systems /or other related field. Must have an understanding of the software development cycle. Excellent technical, analytical and problem-solving skills for diverse and complex issues in high-pressure. Strong understanding of of web services, C#, PHP, Java or Ruby, web server configurations, internet security Strong knowledge of production system and database administration principles. Experience in a self-directed work environment and work simultaneously on multiple support requests. Demonstrated ability to navigate challenging conversations and situations to their next stage or resolution while providing answers to clients by identifying the problem and working with internal teams to implement solutions. Ability to exercise effective judgment, sensitivity and creativity to changing needs and situations and work proactively. Passion for helping customers, finding a solution for them and improving their customer experience by writing and maintaining documentation. The Good Stuff: + Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
+ Best-in-class company paid benefits for you and your family
+ Recognized as a Great Place to Work® ********
+ Recognized in 2022 as one of the Best places to Work®
+ Recognized as a Top Employer by British Columbia's Top Employers 2022
We can't wait to meet you! We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.
At Alida, we're dedicated to fostering an environment where our employees feel heard, valued and included.
We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.
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Desired salary * This is a fully onsite role intended to work on the overnight (EST) shift, are you able to work fully in the office and on this shift? The hours are intended to follow 9am-6pm Eastern Standard Time, and the the office is located at Ayala Triangle, Makati City. * Are you legally entitled to work where this position is based?* The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more .
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