Technical Support Specialist

The Customer Success Specialist is responsible for assuring that all events and subscriptions are well set up and are running flawlessly. They ensure that any issues or bugs that may occur at any time are escalated and removed immediately and that all customer’s questions are handled accordingly. They have a high sense of proactivity and ownership; communicate effectively and efficiently. They also make the best use of their strong analytical and problem-solving skills and are eager to go the extra mile.

• Fully monitor all live events and provide top-grade customer service via Zendesk
• Handle all subscription and video on demand queries
• Liaison with our B2B and B2C clients before, during and after events
• Identify any trending issues and use strong problem-solving skills to resolve or escalate the matter quickly and efficiently
• Validate the event set-up process
• Provide an analysis on the success of each event upon completion

• Must have at least three (3) years of experience in the customer service industry, handling voice, email, and chat accounts
• Experience in providing technical support, an advantage
• Strong skills in using Microsoft Office
• Experience in using Zendesk, an advantage
• Must have strong written and verbal English communication and listening skills
• Must be a team player with proven experience in working successfully with others to solve problems efficiently and effectively
• Must have a record of proactivity & ownership taking
• Must be capable of working under pressure
• Must be amenable to work in Bonifacio Global City, Taguig City; Shifting schedule (morning, afternoon, and graveyard shift)

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.