Customer Support Specialist - APAC

Mize; Taguig; On-site; PHP 446,000 - 670,000; Full time

Job summary

Mize provides AI-driven revenue infrastructure for travel companies, and seeks a Customer Support Specialist to join its global tech-support team. You will work with our operations and R&D teams on product maintenance and daily operations, while assisting the entire organization.

This role involves working in shifts, including weekends, to provide continuous support to our global customers and operations.

Qualifications

• 2+ years' experience in a software/technical customer support role.
• Experience with SQL.
• Proficiency in English (written and verbal).
• Creative troubleshooting abilities.
• Ability to understand flows and provide 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 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.

Skills

Customer support

SQL

English proficiency

Creative troubleshooting

Process understanding

Time management

Multi-tasking

Team player

Tools

Zendesk

Job description

Mize provides AI-driven revenue infrastructure for travel companies. Our technology enhances every step of the booking cycle and every vertical you sell. By combining predictive algorithms, synthetic availability, dynamic liquidity and a powerful rules engine, Mize helps travel brands unlock new revenue, stabilize their margins and scale their operations.

With 10 years in the industry, founded in 2016 and headquartered in Tel Aviv, Mize supports 350+ clients worldwide and has generated hundreds of millions in incremental profit for the travel industry.

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 you'll 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