Customer Support Specialist (E)

A Customer Support Specialist interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services.

• Provide inbound customer support via phone, email and live chat to ensure questions are resolved promptly and thoroughly
• Help troubleshoot more complex client inquiries and triage to North American team when necessary
• Think critically about the product to provide and log feature requests and product ideas to Engineering Team.
• Replicate bugs or issues with platform and report to Technical Support Team
• Assist with data entry and manipulation via Excel, Word and PDF.
• Complete administrative tasks to ensure efficiency of the company around the clock.
• Review client applications and provide suggestions and feedback via email.
• Act as main point of contact ensure smooth communication between Manila, Toronto and Berlin teams
• There is the opportunity to learn and be involved at every point of the company while helping and building relationships with a wide range of clients across the world

• Candidate must possess at least a Bachelor’s/College Degree
• At least 3+ years of work experience in the software industry
• Experiencing managing a small team or in a leadership role is an asset
• Proficiency in using Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Ability to be flexible, adaptable and work in fast-paced environment
• Strong command of the English language, both oral and written

 

What we hope you will bring to the team (Applicable to all roles):

• An empathetic desire to help. For you, a question isn’t just a case to close but an opportunity to understand someone’s story and make their day better.
• Superb communication skills: You understand that effective communication is about more than what you say, it’s about taking time to listen and understand.
• You would consider yourself technical and have an understanding of mobile phone troubleshooting, Excel etc.
• You are process driven but also know how to troubleshoot and solve complex issues on the go.
• We are looking for a team that is passionate about delighting our customers.

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.