Technical Support Representative

NightOwl Consulting Philippines Inc.; Quezon City; On-site; PHP 279,000 - 391,000; Full time

Job summary

NightOwl Consulting Philippines Inc. is seeking a dedicated Customer Service Representative with strong technical acumen to support our software products.

You will handle inquiries via phone, email, and chat, diagnose issues, provide clear instructions, and escalate complex problems while ensuring issues are tracked and resolved efficiently. You'll onboard and train customers, contribute to knowledge base articles, and collaborate with product teams to relay feedback for improvements, while

Qualifications

• Strong technical understanding of the company's software.
• Excellent customer service skills.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Diagnose and troubleshoot software issues.
• Provide clear, step-by-step instructions to resolve issues.
• Escalate complex problems to internal teams and follow up.
• Document interactions in the support ticketing system.
• Assist customers with onboarding and training on the software.
• Collaborate with product development to relay customer feedback.
• Maintain knowledge of software products and services.
• Contribute to knowledge base and FAQs.

Skills

Technical understanding of software

Customer service skills

Job description

We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step-by-step instructions to customers to resolve software-related issues.
• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
• Document customer interactions and technical issues in our support ticketing system.
• Assist customers with onboarding and training on our software products.
• Collaborate with the product development team to communicate customer feedback and potential improvements.
• Maintain up-to-date knowledge of our software products and services.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

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