Technical Support Specialist | Work from Home

Connext Global Solutions Inc; Central Luzon; Remote; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Competitive compensation

Perfect Attendance Bonus

Life insurance

HMO Insurance

Great company culture

Work from Home

Job summary

Connext Global Solutions Inc in the Philippines is seeking a Technical Support Specialist to join our team serving a United States client. You will provide exceptional technical assistance, troubleshoot product‑related issues, and deliver clear, empathetic communication to ensure customer satisfaction and timely resolutions.

Responsibilities include handling email and phone queries, logging incidents in the ticketing system, documenting steps and outcomes, identifying bugs for the development

Qualifications

• 1–2 years of experience in a customer support role (tech startup preferred).
• Strong communication and problem-solving skills.
• Experience with CRM and ticketing systems is a plus.

Responsibilities

• Interact with customers via email and phone to resolve queries and provide technical assistance.
• Use the CRM to manage inquiries, prioritize tickets, and document resolutions.
• Identify and document software bugs; submit clear bug tickets to development with steps to reproduce.

Skills

Customer support

Communication

CRM experience

Tools

CRM (ticketing system)

Bug tracking

Job description

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Technical Support Specialist who will be working with Connext's Client in the United States of America.

What's in it for you?

• Competitive compensation
• Perfect Attendance Bonus
• Life insurance
• HMO Insurance
• Great company culture
• WORK FROM HOME

What is the job?

The Technical Support Specialist is responsible for providing exceptional technical assistance to customers. This role focuses on troubleshooting product-related issues, offering solutions, and ensuring customer satisfaction through clear and efficient communication.

Responsibilities:

• Interact with customers via email and phone calls to resolve customer queries, provide technical assistance, and deliver exceptional customer service.
• Utilize our CRM to manage customer inquiries, prioritize tickets, and ensure timely resolution of issues. Document interactions, troubleshooting steps, and resolutions accurately within the ticketing system.
• Identify and document software bugs reported by customers. Submit comprehensive bug tickets with clear and concise details to the development team, including relevant information such as steps to reproduce, system configurations, and screenshots.
• Investigate and analyze customer issues to identify the root cause and provide effective solutions or workarounds. Collaborate with the technical team when necessary to escal
• Maintain a deep understanding of our products and services to effectively address customer concerns and provide accurate information.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides to facilitate self-service support for customers.
• Collaborate with cross-functional teams, including developers, quality assurance, and product management, to provide feedback on customer-reported issues and contribute to continuous improvement efforts.
• Perform administrative tasks related to customer support, such as managing customer accounts, updating customer information, and generating reports as required.

Qualifications:

• At least one (1) to two (2) years of experience in a customer support role, preferably with a tech startup.