World-Class Tech Support & Customer Care Specialist

AUCTANE PHILIPPINES INC.; Taguig; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

AUCTANE PHILIPPINES INC. in Taguig, Metro Manila, is seeking a Support Specialist to provide world‑class customer care and technical support for onboarding new customers and troubleshooting shipping software.

You will resolve account issues, process inquiries across USPS/UPS/FedEx/DHL, and ensure customer satisfaction through phone, email, and chat support. Ideal candidates have at least 1 year in customer service, strong written and verbal communication, professionalism, and comfort with PC

Qualifications

• High School diploma or equivalent required.
• Minimum of one (1) year of experience in a customer service role.
• Must be able to work a flexible schedule.
• Must be comfortable and experienced in using the telephone to take inbound calls.
• Must be comfortable and experienced in handling email and/or chat.
• High degree of professionalism, a customer first attitude and be service‑oriented, friendly and possess a positive attitude.
• High degree of intellectual curiosity and thirst for knowledge.
• Outstanding written and verbal skills, along with strong interpersonal communication skills.
• Familiar with PC based software and installation procedures.
• Ability to quickly adapt to new situations and find solutions for complex problems.

Responsibilities

• Ensure all customers and guests receive world‑class customer service and technical support.
• Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL and related inquiries/questions/concerns.
• Troubleshoot and diagnose malfunctions to eliminate problems with shipping software.
• Handle interactions across multiple channels (Voice, Messaging and Email), providing technical support and troubleshooting of customer software issues such as internet and network connectivity, printer configuration, software download/installation/removal, filters, rules, automation, user settings, and password resets.
• Meet Key Performance Indicators (KPI's including high‑performing CSAT, Average Handle Time (AHT), and ticketing software compliance).
• Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge.
• Communicate customer feedback, trends and issues to the team and leadership.
• Sit for prolonged periods of time.
• Utilize wrist and hands for a prolonged period of time.
• Speak and converse with others through verbal and written communication.

Education

High School diploma or equivalent

Job description

AUCTANE PHILIPPINES INC. in Taguig, Metro Manila, is seeking a Support Specialist to provide world‑class customer care and technical support for onboarding new customers and troubleshooting shipping software.

You will resolve account issues, process inquiries across USPS/UPS/FedEx/DHL, and ensure customer satisfaction through phone, email, and chat support. Ideal candidates have at least 1 year in customer service, strong written and verbal communication, professionalism, and comfort with PC