Technical Support Representative

NightOwl Consulting Philippines Inc.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

NightOwl Consulting Philippines Inc. is seeking a dedicated Customer Service Representative to join our team in the Philippines.

You will address customer inquiries, troubleshoot software issues, and provide clear, step-by-step guidance to ensure resolution. The role requires strong technical understanding of our software and excellent customer service skills, with responsibilities including onboarding, documenting interactions, and contributing to knowledge base articles.

Qualifications

• Ability to diagnose and troubleshoot software issues.
• Strong communication and active listening skills.
• Experience handling customer inquiries via phone, email, and chat.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely 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.

Skills

Customer support

Technical troubleshooting

Communication

Documentation

Onboarding

Tools

Ticketing system

CRM

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.

Responsibilities

• 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.