Technical Support Specialist
Posted 3 days ago
You'll complete your application on Celeste's career site.
About the Role
This organization specializes in assisting emerging and expanding companies with operational optimization and customer experience enhancements. Through the delivery of cutting-edge solutions, the firm enables clients to boost performance, increase retention, and catalyze growth. As a Technical Support Specialist, you will serve as the lead contact for users, ensuring their technical requirements are addressed accurately. You will operate within a collaborative team that emphasizes proactive solutions and transparent communication, helping global clients succeed while contributing to the evolution of product development and support workflows.
Requirements
- You must hold legal authorization to work as an independent contractor in the Philippines.
- You must demonstrate high proficiency in English, both verbal and written.
- You need a minimum of two years of experience in a B2B tech customer-facing role or a similar support position.
- You must be proficient in using Slack, Notion, and ticketing software like HubSpot.
- You are required to possess a secure, fast internet connection and a reliable computer with anti-virus software installed.
- You must exhibit strong empathy, excellent problem-solving skills, and deep attention to detail.
- You must be capable of multitasking effectively under pressure while strictly adhering to workflows.
- Prior experience in a B2B SaaS startup environment, as well as fundamental knowledge of supply chain management, data workflows, or logistics, is considered an advantage.
Responsibilities
- Provide excellent user support through email, chat, and telephone channels.
- Identify and troubleshoot technical problems to reduce disruptions for the customer.
- Manage, document, and track all user inquiries using HubSpot.
- Escalate complex technical matters appropriately to reach a final resolution.
- Oversee support tickets to detect risks to service level agreements and produce reports to assess performance metrics.
- Perform quality assurance testing for platform improvements.
- Keep the internal knowledge repository current and accurate.
- Collect user insights to spot ongoing issues and offer practical recommendations to engineering and product departments to shape quarterly roadmaps and service processes.
Benefits & Perks
- The position is fully remote and based on a work-from-home model.
- You will collaborate with a forward-thinking tech company based in the UK, gaining experience with international clients and business settings.
- You will be included in the talent community, granting you access to professional newsletters and networking opportunities to support your career development.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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