Customer Support Agent

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November 5

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Manila Recruitment

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Recruitment • Enterprise

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

11 - 50 employees

Founded 2010

🎯 Recruiter

🏢 Enterprise

📋 Description

• Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software. • Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc. • Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately, investigating and solving more complex requests or logging a bug report in JIRA for the development team to address. • Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app. • Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions. • Actioning subscription changes such as upgrades, downgrades, or cancellations. • Helping to keep the documentation updated as features change and evolve.

🎯 Requirements

• Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required; candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role. • Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience. • Experience working in the broking, banking, and finance industries is highly preferred. The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries. • A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous. Proficiency in the use of other ticketing systems will also be considered. • Excellent attention to detail and comfort with spreadsheets and data. • Strong written and verbal communication • Troubleshooting and problem-solving • Ability to be proactive • “Can-Do" attitude • Excellent English communication skills, both written and verbal • Experience with technical support or training is useful but not essential • Experience with loan processing or finance is useful but not essential.