Technical Support Specialist

We want to expand our Technical Support team to work remotely from the Philippines and provide technical-level support for our North American customers. This role requires fluent English language skills.

Your Responsibilities:

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction.

• You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding.

• If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)

• You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc.

• You are very familiar with our processes and support the rest ...