Technical Support Agent
RemotePhilippines only
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Salary not disclosed
Check eligibility
Open to PH only. Set where you work from to check your eligibility.
No BS summary
Ищем агента технической поддержки (чат) для австралийской компании, разрабатывающей софт для ипотечных брокеров. Нужен минимум 3 года опыта в Customer Success/IT-чате, отличный английский, уверенное владение компьютерами и тикет-системами. Работа на дому, полная занятость, смены с 6:00–8:00 по филиппинскому времени.
Required skills
IntercomZendeskJiraspreadsheets
Required languages
English Excellent
What you'll do
- Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
- Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
- Providing a rapid response to customer support queries via Intercom help desk, by either a) resolving simple requests immediately b) investigating and solving more complex requests or c) logging a bug report in JIRA for the development team to address.
- Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app.
- Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions.
- Actioning subscription changes such as upgrades, downgrades, or cancellations.
- Helping to keep the documentation updated as features change and evolve.
What they require
- Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required; candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role.
- Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience.
- Experience working in the broking, banking, and finance industries is highly preferred.
- The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries.
- A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous.
- Proficiency in the use of other ticketing systems will also be considered.
- Excellent attention to detail and comfort with spreadsheets and data.
- Strong written and verbal communication
- Troubleshooting and problem-solving
- Ability to be proactive “Can-Do" attitude
- Excellent English communication skills, both written and verbal
- Experience with technical support or training is useful but not essential
- Experience with loan processing or finance is useful but not essential.
Our client is an Australian-based company that has built workflow and automation software for mortgage brokers. It was developed by a top-producing mortgage broker, for mortgage brokers who want to write more business in less time and with less stress.
Mortgage Brokerage / Financial Services Technology
Salary not disclosed