Technical Support Associate (Remote | Philippines)

• Provide prompt and efficient support to clients via phone, email, and chat via client CRM software, Salesforce.
• Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.

• Diagnose and resolve technical issues related to the client’s products and services
• Collaborate with internal teams to escalate and resolve complex technical problems.

• Identify opportunities for process improvement and efficiency.
• Work closely with team members and management to implement enhancements to existing processes.

• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions.
• Contribute to the development and updating of knowledge base articles and support documentation.

• Communicate effectively with clients to understand their needs and expectations.
• Provide regular updates and feedback to customers regarding the resolution of their issues.

• Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
• Participate in quality assurance initiatives and training programs.

• Be able to adapt and adjust to what the business needs are.

• Professional English fluency
• Experience using Salesforce
• Minimum 3 years of experience in technical support, IT support, or a related technical troubleshooting role
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently, prioritize tasks, and manage multiple issues simultaneously
• Fast learner with adaptability in a fast paced environment.
• Bachelor's Degree (Nice to have)

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