Customer Support Specialist

Jobtailor; Hinoba-an; On-site; PHP 400,000 - 700,000; Full time

Job summary

Jobtailor is seeking a customer support professional in the Philippines to troubleshoot complex issues, leverage SQL for data analysis, and maintain thorough documentation. The role requires strong English communication, creative problem solving, and collaboration with cross-functional teams, including operations and R&D.

Weekend shifts and global coverage are part of the schedule. Ideal candidates will have at least 2 years in software/technical support, experience with SQL, and familiarity

Qualifications

• 2+ years' experience in a customer support role in a software/technical company.
• Experience with SQL.
• Proficiency in English (written and verbal).
• Creative troubleshooting abilities.
• Ability to understand flows and provide creative technical solutions.
• Ability to comply with tight deadlines and self-prioritize.

Responsibilities

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team.
• Write technical notes and troubleshooting procedures for the entire Support team.
• Manage assigned cases to meet service level agreements while continuously providing updates to the business.
• Provide ongoing support and work closely with business teams throughout the company.
• Work closely with the operations team on flag product maintenance and daily operations while assisting the entire R&D team.
• Work in shifts, including weekends, to provide continuous support to global customers and operations.

Skills

SQL Proficiency

Creative Troubleshooting

System Log Analysis

Customer Support Experience

Tools

Zendesk

Job description

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues escalated by other support levels
• Maintain a low rate of non-bug escalations to the development team
• Write technical notes and troubleshooting procedures for the entire Support team
• Manage assigned cases to meet service level agreements while continuously providing updates to the business
• Provide ongoing support and work closely with business teams throughout the company
• Work closely with the operations team on flag product maintenance and daily operations while assisting the entire R&D team
• Work in shifts, including weekends, to provide continuous support to global customers and operations

Requirements

• 2+ years' experience in customer support role in a software/technical company
• Experience with SQL
• Proficiency in English (written and verbal)
• Creative troubleshooting abilities
• Ability to understand flows and provide creative technical solutions
• Ability to comply with tight deadlines and self-prioritize
• Multi-tasking, self-learning, highly motivated and a team player
• Advantage: Experience with System log analysis
• Advantage: Experience with Zendesk
• Advantage: Experience working in the Travel Industry
• Advantage: Working with B2B Clients

Core Competencies

Demonstrates strong troubleshooting abilities, including DB analysis and system log reading, while effectively managing customer support cases to meet service level agreements. Proficient in SQL and experienced in providing technical solutions in a fast-paced, team-oriented environment.

Highest-signal resume keywords

• SQL Proficiency
• Creative Troubleshooting
• System Log Analysis
• Zendesk Experience
• Customer Support Experience

ATS Optimization Keywords

Hard Skills

• DB Analysis
• Technical Writing
• Troubleshooting Procedures
• Technical Solutions
• Service Level Agreements

Soft Skills

• Multi-tasking
• Self-motivated
• Team Player
• Creative Problem Solving
• Time Management

Industry Keywords

• Travel Industry
• B2B Clients
• Software Support
• Technical Support

Tools & Technologies

• Zendesk