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 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.

Required profile