Customer Support Advisor

About the Role

We are looking for a Customer Support Advisor to join our team! If you are a tech-savvy individual eager to grow your career in Technical Support and you enjoy solving difficult technical application issues, let’s chat!

You will help our clients and partners navigate our Location Marketing Cloud, answer their technical questions, and make sure they have an excellent customer experience. You’ll work closely with our colleagues in the Customer Success team to deliver great support and solutions. Building and maintaining relationships across departments will be key to your success, including close collaboration with the other Technical Support & Services teams, such as Implementation.

Your Responsibilities

• Manage technical support requests from our clients, with a focus on KPIs like customer satisfaction

• Escalate bugs through the right internal channels (e.g. Jira) and teams

• Collaborate closely with colleagues across the wider Customer Organization, including Customer Success, Sales, and Implementation

Your Profile

• Experience in Customer or Technical Support, preferably in a B2B SaaS environment

• Excellent written and spoken English

• Able to work independently and comfortable working remotely

• Motivated by finding great solutions for customers, with a truly service-oriented approach

• Able to quickly get up to speed on new and technically complex issues, prioritize them, and stay organized

• Ideally, experience with ticketing and CRM systems (e.g. Jira, Salesforce)

• Good level working with Excel or Google Sheets

• Experience working in an international team

• Open to new ideas and approaches

• Comfortable researching new issues

• Access to a strong and reliable internet connection at home

• Some completed college education

• Eligible to work in the Republic of the Philippines

Bonus Points

• Basic MySQL skills, including writing and updating queries

• Understanding of HTML, CSS, and JavaScript, and able to troubleshoot browser errors

• Previous experience with APIs, including working in Postman

• Basic understanding of location management on networks such as Google and Facebook