Job Description
Customer Support Specialist – Philippines (Remote)
Preferable Location(s): Manila, Philippines | Cebu City, Philippines | Cebu, Philippines | Davao City, Philippines | Bacoor, Philippines | Iloilo City, Philippines
Work Type: Full Time
Why join PriceLabs?
- Work with an industry-leading product that has thousands of customers worldwide, and our customers love the product! (NPS in the 70s, Customer reviews here)
- Work with a global team (8 countries and counting) of passionate individuals that accept open communication, empowerment, and a shared focus on customer success.
- We are a freemium product, so marketing leads the charge on customer acquisition.
- We are a remote-first organization and accept work from home as the norm.
About the Role:
In the Customer Support Specialist role, you will be the first layer of communication with our customers. You will wear many hats, and your work will have a real impact on the success of PriceLabs’ customers and their business. Our customers love the support and service we provide and your role will be to not only uphold similar standards but set new standards.
This role would include working any shift on rotation (including 8:30PM – 5AM) and any five (5) days of the week.
- Taking ownership of customer issues reported and seeing problems through to resolution
- Conducting product walkthrough and providing resolutions to customers’ queries
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Answering questions over email, phone calls, & live video calls.
- Finding ways to go above & beyond to help customers
About You:
- 1+ years experience in a Customer support role within a SaaS product organization
- Empathy, and patience.
- Curiosity and a problem-solving mindset.
- Previous experience at a start-up or in a customer support role.
- Strong analytical background – our product is very math and numbers-heavy!
- Solid verbal, written, presentation, and interpersonal communication skills
- Experience with Databases (including SQL queries), Microsoft Excel, Powerpoint
- Experience working with Zohodesk or other support/service software