Technical Support Specialist (Tier 2) - Hybrid

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

Our client is a pioneer in transforming software solutions for commercial contractors. Their mission is to streamline operations and empower businesses to thrive. They’re on the search for a talented Technical Support Specialist (Tier 2) to join their innovative team. If you're passionate about delivering top-notch customer service, thrive in a dynamic environment, and bring expertise in escalation processes and ticketing systems, they want you on board.

About the Role

• As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions.

What you’ll do

• Provide advanced technical support to customers via email, phone, or chat channels.
• Troubleshoot and resolve escalated technical issues related to our software products.
• Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions.
• Collaborate with Tier 1 support team members to escalate and prioritize issues as needed.
• Document support interactions, solutions, and troubleshooting steps in our CRM system.
• Communicate effectively with customers to ensure a positive support experience and customer satisfaction.
• Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement.
• Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support.