Hybrid Global SaaS Support Specialist

Emapta Global; Pampanga; Híbrido; PHP 335 000 - 603 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Day 1 HMO coverage with one free dep.

Upskilling through Emapta Academy

Gym access and trainer

Lifestyle perks: hotel and restaurant"

Employee referral incentives

20 annual leave credits (5 convertible

Resumo da oferta

Emapta Philippines is hiring a Customer Support Representative to resolve software concerns and guide platform users for international customers. The role offers hybrid work arrangements with initial onsite training in Clark, Pampanga, and a competitive salary package with Day 1 HMO coverage for one dependent.

The position requires 2–3 years in customer support, excellent English communication, and experience with CRM platforms like Salesforce, Zendesk, or Freshdesk.

Qualificações

• Bachelor's degree in any field.
• 2 to 3 years of experience in customer support or similar role.
• Excellent verbal and written English communication skills.
• Proficiency in voice-based customer support as the primary service channel.
• Experience with CRM platforms such as Salesforce, Zendesk, Freshdesk or similar.
• Familiarity with BPO technologies including telephony systems, ticketing platforms and productivity tools.
• Strong problem-solving, troubleshooting and customer service skills.
• Ability to perform in a fast-paced, metrics-driven environment.
• Experience in SaaS or digital platforms preferred.

Responsabilidades

• Handle multichannel customer interactions via calls, chat, and email.
• Provide first-level support across voice, chat, and email channels.
• Troubleshoot and resolve customer issues within SLAs.
• Record and manage support tickets in CRM systems.
• Escalate complex issues to Tier 2 when needed.
• Maintain high standards of customer communication and satisfaction.
• Collaborate with internal teams to improve service outcomes.
• Stay updated on software products and platform features.

Conhecimentos

English proficiency

Multichannel support

CRM platforms

Problem solving

Fast-paced environment

Team collaboration

Formação académica

Bachelor's degree (any field)

Ferramentas

Salesforce

Zendesk

Freshdesk

Descrição da oferta de emprego

Emapta Philippines is hiring a Customer Support Representative to resolve software concerns and guide platform users for international customers. The role offers hybrid work arrangements with initial onsite training in Clark, Pampanga, and a competitive salary package with Day 1 HMO coverage for one dependent.

The position requires 2–3 years in customer support, excellent English communication, and experience with CRM platforms like Salesforce, Zendesk, or Freshdesk.