Technical Support Advisor - Taguig City, Pilipinas - ISSI Corp.

Paglalarawan

Technical/Customer Support Advisors provide customer service and technical support to customers using Conversica's software application.

Customer Support Advisors communicate professionally and with empathy to understand customer needs, find helpful solutions to fix challenges, and leverage their knowledge with Conversica to deliver an outstanding support experience.

Responsibilities

Answer incoming support requests and effectively communicate their resolution via email.
Cultivate a deep knowledge of Conversica's software and help customers understand and navigate its features.
Diagnose software issues and coordinate with Product and Engineering teams following internal processes.

Coordinate with internal teams such as Customer Outcomes, Conversation Services and Product to optimize settings and workflows, escalate critical issues, and communicate product feedback.

Use a variety of complex systems to prioritize tickets and maintain accurate records on the company's databases.
Contribute to troubleshooting guides, FAQ, and how-to content to grow Conversica's online customer support resources.

Qualifications and Requirements

High school diploma or equivalent, associate degree or higher preferred.
2+ years of experience in a fast-paced Customer Service environment.
Technical Support experience preferred.
Possesses strong critical-thinking and research skills and has enthusiasm for solving problems.
Passionate about working with customers and providing an excellent service experience.
Comfortable with technology and able to learn new systems and software quickly.
An excellent written and verbal communicator
Self-motivated and loves to learn new things.
Able to adapt quickly to changing customer needs and priorities.
Comfortable translating technical concepts into plain language to ensure understanding.