Customer Support Specialist

The company is breaking down the old BPO call center stigma and is reinvesting proactive support! The successful candidate will have a strong customer service background and experience working with eCommerce or SaaS platforms. Your ultimate objective is to provide the highest level of support to our clients and their end users through our omni-channel (email, chat and phone) approach creating a frictionless and flawless user experience. This will be achieved by; basic troubleshooting consumer concerns, identifying trending issues, and proactively managing all inquiries. The company is looking for Customer Success Specialists who show a high sense of proactivity and ownership. It is important that you communicate effectively by showing empathy and efficiently by making best use of your strong judgment and problem-solving skills. As per our team mantra we “Go the Extra Mile”. To keep up with the constantly evolving technology, the Customer Success Team is constantly trained whenever a product is upgraded or launched.

• Handle incoming end-user inquiries, issues, and complaints through email and live chat professionally and promptly.
• Provide clear and comprehensive information about our broadcaster's products, services, features, and technical aspects to assist end-users effectively.
• Collaborate with team members and departments to escalate and resolve complex customer issues.
• Develop and maintain an in-depth understanding of our client’s OTT platform, including features, functionalities, content offerings, and subscription plans.
• Stay informed about product updates and changes to ensure accurate and up-to-date information is relayed to customers.
• Support end-users with technical issues, including device compatibility, streaming problems, account setup, and payment-related inquiries.
• Guide users through troubleshooting steps to resolve issues efficiently.
• Accurately document impactful end-user interactions, inquiries, issues, and resolutions.
• Provide regular updates to the Customer Support Team Leader on recurring issues, emerging trends, and opportunities for improvement.
• Demonstrate empathy and a customer-centric approach in all customer interactions.
• Actively listen to end-users, understand their needs, and take ownership of resolving their concerns.
• Encourage end-users to provide feedback and suggestions and communicate these insights to the Customer Support Team Leader.

• At least 3 years of experience in a customer service role with a proven track record of resolving customer queries, achieving high customer satisfaction, and handling technical support.
• A comprehensive understanding of OTT platforms, their features, functionalities, content offerings, and subscription plans.
• Proficiency in technical troubleshooting, including dealing with device compatibility, streaming problems, account setup, and payment-related inquiries.
• Experience in documentation and reporting with the ability to identify and report trends and opportunities for improvement.
• Proficiency in using Zendesk or a similar CRM and familiarity with live chat tools and email support systems.
• Advanced PC skills in Microsoft Office and Google suite.
• Exceptional written and verbal communication skills.
• Active listening skills with the ability to understand and meet customer needs effectively.
• A proactive, problem-solving mindset, demonstrating resourcefulness and innovation.
• Ability to collaborate effectively with team members and other departments.
• Comfortable working autonomously in a remote team and adaptable to rapidly changing environments.

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.