Technical Support Agent - #35316
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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're looking for
- 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
Nice to have
- Experience with technical support or training is useful but not essential
- Experience with loan processing or finance is useful but not essential.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Company Profile:
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. They are currently growing their remote team in the Philippines, and they are looking for a skilled front line chat support agent for their software solution. Take this amazing career opportunity to do challenging work that will make a big impact and where your contribution is highly visible. This is the perfect career move for someone who is looking for career growth, skills improvement, home-based work set up to attain worklife-balance and a chance to work with a project that is unique and first in the market.
Overall purpose and responsibilities of the role:
The Customer Success Assistant will help support and guide new and existing users, so they stay forever and tell all their friends what a great impact the company made.
Duties and Responsibilities:
- 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.
Requirements
Must-have Skills / Qualification:
- 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.
Job Type: Permanent
Employment Type: Full time
Work Schedule: Monday – Friday (Rotating shifts that start from 6AM – 8AM PH with a requirement of 8 hours of work, exclusive of lunch break)
Location: Work from Home
Industry: Mortgage Brokerage / Financial Services Technology
Company
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