Customer Support Specialist - Philippines

Mize; Philippines; On-site; PHP 335,000 - 580,000; Part time

Job summary

Mize is a Fintech-travel start-up seeking a Customer Support Specialist to join our global tech-support team. You will work closely with operations on flag product maintenance and assist the R&D team, providing end-to-end support across the product lifecycle.

The role requires 2+ years in software/technical customer support, strong SQL and English skills, and the ability to troubleshoot creatively while meeting tight deadlines. Weekend shifts are required.

Qualifications

• 2+ years of experience in customer support for 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 meet 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.
• 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

Troubleshooting

Time management

Multitasking

Team player

Self-learning

Tools

Zendesk

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 you'll 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 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