Technical Support Specialist - Quezon City

Job Description

About Us

It's essential for us to embody the core of our brand name BillEase, a combination of bill and ease, pronounced bilis, which means speed or swiftness in Filipino.

The Job

Proficiency in Excel or Google Sheets is highly desirable for this role.

Your Day-to-Day:

Ticket Management and Resolution:

• Monitor and manage the overall ticket queue, ensuring timely resolution and minimizing customer complaints.
• Prioritize and assign tickets effectively to maintain optimal workflow.
• Triage, prioritize, and resolve merchant and customer-related technical support tickets, ensuring quick and prompt client support.
• Utilize ClickUp to efficiently triage, prioritize, and resolve tickets for bugs reported by internal merchant-facing teams.

Customer Support:

• Process inbound calls/messages/emails, providing comprehensive support for customer inquiries, complaints, technical issues, and account information.
• Provide top-notch escalation support to merchants and partners regarding their account and technical concerns.

Internal Collaboration and Process Improvement:

• Work closely with merchant developers (IT team) to address clients technical needs,
• providing valuable assistance as required.
• Test products and features on a regular basis to ensure quality service

Additional Responsibilities:

• Maintain an up-to-date calendar to track technical fix, key milestones, and resolution
• Promptly announce and escalate critical issues to the appropriate teams for swift resolution.
• Take full ownership of problems, seeing them through to successful conclusions while delivering exceptional customer service at every step.

• At least one (1) year of experience in a similar role is preferred, but not mandatory for exceptional candidates.
• A Bachelor's degree in Business Management, IT, or a related field is highly desirable, but not a strict requirement for those with relevant experience and skills.
• Outstanding communication skills in both English and Filipino, enabling you to thrive in a fast-paced environment and proactively tackle challenges. A deep-rooted customer-centric mindset, coupled with a genuine passion for payments and lending products.
• Excellent proficiency in Excel or Google Sheets, allowing you to analyze data, generate insights, and create compelling reports.
• A collaborative spirit and the ability to work harmoniously within a team, maintaining a positive, get things done attitude that inspires others.

If applicable, you also consent to BillEase using your provided information to update our records to ensure the accuracy and completeness of your details. All information will be securely managed and used exclusively for the purposes stated above, in compliance with applicable data protection regulations.