Technical Support Specialist / E-Commerce

The Functionary; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

The Functionary in the Philippines is seeking a customer-focused Technical Support Specialist to support a leading cloud-based software platform used by North American clients. This role blends software troubleshooting with billing-related assistance to help customers with invoices, usage, and payments.

You will provide phone and email support, diagnose issues, and document resolutions in a CRM. Collaboration with internal teams and proactive communication are essential to delivering a

Qualifications

• Experience in technical or software support with billing/invoice assistance.
• Strong troubleshooting and analytical problem-solving.
• Excellent written and verbal communication; experience with CRM/ticketing systems.

Responsibilities

• Provide software and technical support via phone and email.
• Assist customers with billing-related questions.
• Diagnose and resolve issues efficiently to ensure a high-quality customer experience.
• Document cases, resolutions, and customer interactions in a CRM system.
• Collaborate with internal teams and escalate complex or high-priority issues as needed.
• Support software and hardware installations, updates, and configurations.
• Contribute to technical documentation and self-help resources.

Skills

Technical support

Billing support

CRM tooling

Tools

CRM software

Job description

The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

About the Job

We are seeking a customer-focused Technical Support Specialist to support a leading cloud-based software platform used by businesses across North America. This role combines software troubleshooting and technical support with billing-related assistance, making it ideal for candidates who are comfortable handling both technical issues and invoice or payment-related inquiries.

What You'll Do

• Provide software and technical support via phone and email, including troubleshooting system and application issues
• Assist customers with billing-related questions, such as invoice review, usage clarification, and payment-related concerns
• Diagnose and resolve issues efficiently, ensuring a high-quality customer experience
• Document cases, resolutions, and customer interactions accurately in a CRM system
• Collaborate with internal teams and elevate complex or high-priority issues when needed
• Support software and hardware installations, updates, and configurations
• Contribute to technical documentation and self-help resources

What You'll Bring

• Experience in technical or software support combined with billing or invoice-related assistance
• Strong troubleshooting and analytical problem-solving skills
• Excellent written and verbal communication abilities
• Experience using CRM or ticketing systems
• Ability to manage multiple cases in a fast-paced, customer-facing environment
• Basic knowledge of billing or accounting concepts is a plus