A Support Specialist will act as the frontline support for our customers, and will be responsible for assisting with product questions and technical issues as they arise. The role of the Support Specialist will be to act as an expert in our product and platform, to ensure that customers are offered guidance and support that will help them in meeting their goals and objectives, and will ensure that their event is a success.
Support Specialists are also responsible for delivering our Live Attendee Support service, which offers technical and product support to attendees who are joining a virtual event using our product.
Our Support team is available 24 hours a day, and 7 days a week via phone, email and chat. Having flexibility with scheduling is an asset to this role, to ensure that we are able to provide appropriate coverage and support to our customers as needed.
Responsibilities
Provide inbound customer support via phone, email and live chat to ensure questions are resolved promptly and thoroughly.
Help to troubleshoot more complex client inquiries and triage or escalate issues when necessary.
Think critically about the product to provide and log feature requests and product ideas to our Product and Engineering teams.
Test and replicate bugs or issues with the platform/product and escalate as needed.
Assist with data entry and manipulation via Excel, Word and PDF.
Complete administrative tasks to ensure the efficiency of the company, around the clock.
Review client applications and provide suggestions and feedback.
Act as a main point of contact to provide smooth communication between different teams or team members.
There is 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.
Qualifications
At least 3 years of work experience in the software industry
Proficiency in 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 behavioural standards
Excellent customer service, problem solving and analytics skills
Ability to be flexible, adaptable and work in a fast-paced environment
Strong command of the English language, both oral and written
NICE TO HAVES:
Experience with CRM tools such as Zendesk or Hubspot
Experience working in a startup environment or with a tech company
Knowledge and experience of the events industry
Understanding of CSS and HTML
Unlock Global Potential with HGS
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.
