Customer Support Specialist - APAC

Mize; Philippines; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Mize is a Fintech-travel start-up delivering high-end tech to the evolving travel industry. We serve a global client network and operate across multiple offices. This role supports our flag product maintenance and daily operations while collaborating with the R&D team.

You will provide in-depth technical support, troubleshoot complex issues, and document solutions for the support organization, with shift work including weekends to ensure continuous coverage for global customers.

Qualifications

• 2+ years’ experience in customer support 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.

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 Support team.
• Manage assigned cases to meet service level agreements, with ongoing updates to the business.
• Ongoing support and collaboration with business teams across the company.

Skills

SQL

English

Troubleshooting

Multi-tasking

Team player

Job description

Job Description:

Mize is a Fintech-travel start-up that uses high-end technology to solve some of the huge challenges of the evolving travel industry and provide real financial value to our network of clients, including more than 200 international clients generating $16 Billion in sales annually. Our headquarters are in Tel Aviv, and we have offices in Argentina, Spain, UK, US, and India. Each member of our team is an all-around player that influences the product from overall experience to development, and youll be no different.

We are looking for a Customer Support Specialist that will be part of our global tech-support team, will work closely with our operations team on our flag product maintenance and daily operations while assisting the entire R&D team.Each member of our team is an all-around-player that influences the product from the overall experience to the development, and youll be no different. You should be passionate about building a product end-to-end, through the UX, design, coding, testing, and deployment phases. This role involves working in shifts, including weekends, to provide continuous support to our global customers and operations.

Responsibilities

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team.
• Write technical notes and troubleshooting procedures to be used by the entire Support.
• Manage assigned cases to meet service level agreements, while continuously providing updates to the business.
• Ongoing support and working closely with the business teams throughout the company.

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
• Experience with Zendesk
• Experience working in the Travel Industry
• Working with B2B Clients