Customer Support Ambassador III (Oct. 19 Start Date)

Nezda Technologies, Inc.; Metro Manila; Vor Ort; PHP 446.000 - 725.000; Vollzeit

Zusammenfassung

Nezda Technologies, Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for our software solutions. You will troubleshoot complex issues, guide users, and ensure timely resolutions while maintaining high customer satisfaction.

You will also support AI-driven initiatives, leverage automation, and collaborate with cross-functional teams to drive continuous improvement in support processes and KPIs.

Qualifikationen

• Minimum 3 years of college education.
• 2–4 years of technical SaaS customer support experience.
• Experience with CRM and support tools (Salesforce, Zendesk, Jira).
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL; exposure to Python and AI-assisted support tools.

Aufgaben

• Provide advanced technical and functional support for resolving complex issues via phone, email, and chat.
• Serve as primary escalation point and coordinate with Tier 3 and cross-functional teams to drive issue resolution.
• Document interactions, resolutions, and escalations with clear ticket management.
• Stay current on product updates and meet KPIs for response time and customer satisfaction.
• Leverage AI-powered tools and automation to improve troubleshooting efficiency and experience.
• Use SQL and automation scripts to streamline repetitive tasks and identify automation opportunities.
• Contribute to AI knowledge bases and ensure governance guidelines.

Kenntnisse

CRM & Support Tools

SQL Knowledge

Troubleshooting

Python Exposure

Communication Skills

Ausbildung

Some college

Tools

Salesforce

Zendesk

Jira

Microsoft Office

Jobbeschreibung

About the role

The Customer Support Ambassador III role provides advanced technical and functional support for software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.

Key responsibilities

• Provide advanced technical and functional support for resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.

• Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.

• Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.

• Stay current on product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.

• Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.

• Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.

• Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.

About you

• Minimum of 3 years of college education, preferably in Business, IT, or a related field.

• 2-4 years of technical customer support experience, preferably in a SaaS environment, with strong problem-solving, communication, and multitasking skills.

• Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.

• Proficient in Microsoft Office (Word, Excel, PowerPoint).

• Knowledge of SQL and data coding and fixes. Exposure to Python, SQL, automation workflows, and AI-assisted support tools.