Job Summary:
Join our Tier 1 Product Support team – a group of skilled and collaborative individuals dedicated to providing excellent 24/7 support services. As a Tier 1 Support Specialist, you'll play a vital role in ensuring our platform runs smoothly. Your main job is to promptly address technical issues and handle user requests, contributing to user satisfaction and the success of our products.
This role will be reporting to the Tier 1 Product Support Manager (Singapore-based) and dotted line to the Tier 1 Team Lead (Manila-based).
Responsibilities:
- Address customer inquiries, questions, or assistance requests, to guide clients in properly using the product based on their needs.
- Troubleshoot and resolve reported technical issues using knowledge, best practices, tools, and common sense and making sure the initial response and resolution times meet customer-facing SLAs
- Comprehend reported issues, particularly from a technical standpoint, and replicate the corresponding scenario in a sandbox environment.
- Keep clients informed about the progress of issue resolution, track matters forwarded to other departments, and ensure timely resolution, emphasizing client satisfaction and product quality.
- Work closely with cross-functional departments such as Tier 2 Product Support, Data Science, Product Management, and Customer Success teams for coordinated issue resolution.
- Properly track all communications and troubleshooting steps using the case management platform.
- Achieve key performance indicators (KPIs) set at both individual and team levels.
- The work schedule consists of four working days with 11-hour shifts, followed by three days off.
- Willingness to work on a night shift schedule and on varied hours based on business needs.
- Can work in the Pasay office at least twice a week or whenever deemed necessary.
Qualifications:
- Bachelor's/College degree in Information Technology.
- 3-5 years of experience in a technical support role (or equivalent) in a BPO setting supporting external clients/vendors
- Strong technical background with expertise in troubleshooting, diagnosing, and resolving application/SaaS issues.
- Excellent verbal and written communication skills in English.
- Critical thinking mindset, with the ability to analyze complex problems and develop practical solutions.
- Knowledge/familiarity with Cyber Security fundamentals is an advantage
- Familiarity with MacOS is a plus
- Experience with Zendesk, JIRA, or Confluence software is a plus.
- Has Email and/or Voice Call support experience
What we offer
- A great opportunity to make a real difference within the CyberSecurity industry
- A ‘family-like’ culture with a like-minded team who knows how to have fun along the way.
- Training and Development
- Discretionary Yearly Bonus
- Free HMO coverage
- 30 days Paid Annual Leave (24 planned and 6 unplanned leaves excluding Bank holidays)
Job Summary:
Join our Tier 1 Product Support team – a group of skilled and collaborative individuals dedicated to providing excellent 24/7 support services. As a Tier 1 Support Specialist, you'll play a vital role in ensuring our platform runs smoothly. Your main job is to promptly address technical issues and handle user requests, contributing to user satisfaction and the success of our products.
This role will be reporting to the Tier 1 Product Support Manager (Singapore-based) and dotted line to the Tier 1 Team Lead (Manila-based).
Responsibilities:
- Address customer inquiries, questions, or assistance requests, to guide clients in properly using the product based on their needs.
- Troubleshoot and resolve reported technical issues using knowledge, best practices, tools, and common sense and making sure the initial response and resolution times meet customer-facing SLAs
- Comprehend reported issues, particularly from a technical standpoint, and replicate the corresponding scenario in a sandbox environment.
- Keep clients informed about the progress of issue resolution, track matters forwarded to other departments, and ensure timely resolution, emphasizing client satisfaction and product quality.
- Work closely with cross-functional departments such as Tier 2 Product Support, Data Science, Product Management, and Customer Success teams for coordinated issue resolution.
- Properly track all communications and troubleshooting steps using the case management platform.
- Achieve key performance indicators (KPIs) set at both individual and team levels.
- The work schedule consists of four working days with 11-hour shifts, followed by three days off.
- Willingness to work on a night shift schedule and on varied hours based on business needs.
- Can work in the Pasay office at least twice a week or whenever deemed necessary.
Qualifications:
- Bachelor's/College degree in Information Technology.
- 3-5 years of experience in a technical support role (or equivalent) in a BPO setting supporting external clients/vendors
- Strong technical background with expertise in troubleshooting, diagnosing, and resolving application/SaaS issues.
- Excellent verbal and written communication skills in English.
- Critical thinking mindset, with the ability to analyze complex problems and develop practical solutions.
- Knowledge/familiarity with Cyber Security fundamentals is an advantage
- Familiarity with MacOS is a plus
- Experience with Zendesk, JIRA, or Confluence software is a plus.
- Has Email and/or Voice Call support experience
What we offer
- A great opportunity to make a real difference within the CyberSecurity industry
- A ‘family-like’ culture with a like-minded team who knows how to have fun along the way.
- Training and Development
- Discretionary Yearly Bonus
- Free HMO coverage
- 30 days Paid Annual Leave (24 planned and 6 unplanned leaves excluding Bank holidays)