Makati - Customer Support Specialist
Makati Full-time
Our sister company based in Melbourne is a long-standing billing management software company that delivers top-level customer service to its high-profile client base across Australia and New Zealand and is looking for a Customer Support Specialist.
Reporting to the IT Administrator / DBA, the Customer Support Specialist will be involved directly with customers on a day to day basis. Working within a team for escalation and management of the entire ticketing life cycle, the successful candidate will provide customer support and triage and resolve issues that arise.
Key Responsibilities:
- Respond to customer inquiries via email, chat, and phone, providing timely and accurate support
- Troubleshoot and resolve technical issues and escalating complex problems to relevant internal teams
- Guide customers through setup of product features setup and its usage to ensure successful adoption
- Document customer interactions and contribute to internal knowledge bases and FAQs
- Collect and relay customer feedback to product and engineering teams to improve service and functionality
Skills:
- Excellent Communication – Clear, empathetic, and professional communication across multiple channels
- Technical Aptitude – Ability to understand and explain software functionality and troubleshoot common issues
- Problem-Solving – Strong analytical skills to identify root causes and deliver effective solutions
- Customer Focus – A proactive and patient approach to ensuring customer satisfaction and retention
Qualifications:
- Bachelor’s degree in Business, Communications, Information Technology, or a related field
- 2–4 years of experience in customer support
- Familiarity with support platforms such as Zoho, Zendesk, Intercom, Salesforce or similar systems
- Basic understanding of SaaS products
Work set-up:
- Work-from-home with monthly onsite visits (optional)
- Will follow Australian timezones and work on Australian public holidays
Direct applications only; no agency applications accepted.
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