Technical Support Specialist / E-Commerce

The Functionary; Metro Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

The Functionary in the Philippines is seeking a Technical Support Specialist to support a cloud-based software platform for North American customers. This role blends software troubleshooting with billing-related inquiries to deliver a seamless customer experience.

You will handle phone and email support, document cases in a CRM, and collaborate with internal teams on installations, updates, and knowledge resources.

Qualifications

• Experience in technical or software support with billing assistance.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication.
• Familiarity with CRM or ticketing systems.
• Ability to manage multiple cases in a fast-paced environment.

Responsibilities

• Provide software and technical support via phone and email.
• Assist customers with billing questions, invoices, and payments.
• Diagnose and resolve issues to ensure customer satisfaction.
• Document cases and resolutions in the CRM.
• Collaborate with internal teams as needed.
• Support installations, updates, configurations, and knowledge resources.

Skills

Technical support

Billing support

CRM usage

Communication skills

Multitasking

Tools

CRM system

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 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