Job description

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 member of the Support team, you will join a fast-growing technology startup with the unique opportunity to help build out a critical function for the company.
The ideal candidate is someone who works hard, demonstrates strong problem solving skills, and is willing to go above and beyond to provide an outstanding customer experience.

What you’ll do

Provide technical support for customers integrating our software with QuickBooks, ERP systems, and other accounting platforms.
Troubleshoot and resolve issues related to accounting integrations, including data synchronization, setup, and configuration problems.
Assist customers with understanding how to map financial data between systems and use our product effectively in their accounting workflows.
Work closely with the development team to identify bugs and suggest enhancements based on customer feedback.
Assist the team in developing knowledge base articles, FAQs, and tutorials to assist customers with self-service solutions.
Offer guidance and training to customers on best practices for using our software in conjunction with accounting systems.
Track, document, and report support cases and interactions using our internal CRM and ticketing systems.

Required profile