Customer Support Specialist, Otter - Makati City

Otter; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

A digital solutions provider based in Makati is looking for a customer support specialist. This role involves resolving support tickets, troubleshooting technical issues, and collaborating with various teams to ensure customer satisfaction. The ideal candidate has 1-3 years of experience, is proficient with tools like Zendesk, and can thrive in high-pressure situations. This position requires onsite presence five days a week.

Qualifications

• 1-3 years of experience in customer-supporting role.
• Proven track record of resolving complex issues.
• Ability to thrive under high-pressure situations.

Responsibilities

• Respond to and resolve support tickets professionally.
• Troubleshoot technical issues and perform escalations.
• Train customers on tools and provide effective support.

Skills

Customer support

Technical troubleshooting

Communication

Tools

Zendesk

JIRA

Salesforce

Slack

Job description

Overview

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

What you’ll do

• Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system.
• Troubleshoot technical issues - Zendesk - Tier 2 escalations
• Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction.
• For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
• Training customers on tools, acting as a key interface with customers via phone, chat, sms and email support in a professional and efficient manner
• Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests

What we’re looking for

• 1-3 years of professional experience in a similar, customer-supporting role
• Proven track record of providing support for complex issues, products, and processes
• Experience working with support tools like Zendesk, JIRA, Salesforce, Slack etc.
• Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand
• Communication: emotionally intelligent, strive to always be helpful, empathetic with customers

What else you need to know

This role is based in our Makati office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?

#LI-Onsite

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