Customer Support Expert (Saas) - WFH

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

We offer the world’s most intuitive, trusted, and powerful expense management and AP automation solution. Designed to meet the demands of today’s and tomorrow’s workforce, our technology empowers employees and keeps spending in compliance. Our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFOs give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.

About the Role

Customer Support Experts are responsible for receiving inquiries from live customers during their usage of the client’s products and providing the appropriate service to address those inquiries. Inquiries from customers may consist of questions related to product functionality, reports of the product not working as expected, and/or other topics related to access, configuration and usage. Customer Support experts address these inquiries through providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.

What you’ll do

• Receive inbound support cases via email, web form, telephone and/or live chat
• Create, track, and update support tickets using software tools
• Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
• Provide clear and accurate communication with customers through various channels
• Perform basic troubleshooting and evaluation activities as required to address and route support cases to appropriate teams as required
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
• Perform initial research, internal consultation and collaboration regarding product functionality relevant to support cases
• Escalate cases that required administration or product configuration tasks when appropriate as part of support case resolution
• Communicate, collaborate with internal teams on partner and other third-party vendors escalations as required to address support cases
• Be able to independently address support cases regarding core functionalities, common “how to” questions and known issues related to the assigned product(s) and area(s) of responsibility
• Remain up-to-date with the client’s latest product releases
• Demonstrate an ongoing commitment to increasing knowledge of the client’s products in the assigned and related area(s) of responsibility
• Identify cases which must be transferred or escalated to another internal group such as Support, Customer Success Managers, Senior/T2 Support or Customer Support leadership
• Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
• Collaborate with other cross-functional teams, including Customer Success Managers