Technical Support Specialist (Voice and Chat Support)
Budget: $350 – $360 USD
At Kaskade, we pride ourselves on empowering clients through a series of multi-level business solutions - strong building blocks that drive and sustain growth. Our team combines innovative tools and techniques to deliver targeted solutions that meet every business need.
We are looking for a full-time Technical Support Specialist (Voice and Chat Support)
* As a Support Product Specialist, you will not only support the customer experience but the support team as a whole with your technical knowledge, product understanding, and in-depth system workflow expertise. This role will be a key player in both improving the employee and customer experience via a deeper understanding and focus on process improvement.
* Provide a world-class experience to all current customers who need support, troubleshooting, inquiries, concerns, product knowledge, and adoption.
* Mentor and assist the customer support team specifically those more technical and those that require a deeper product knowledge.
* You will take the lead on more technical inquiries and in coaching the team on more technical issues.
* You will work with leaders of the support team on system consolidation, process refinement, and workflow improvements.
* You will study our products and develop an in-depth knowledge of their inner workings.
* You will aid in training and knowledge base development as well as internal documentation.
* Focus on results. Obsess over their success. Design solutions.
* Help to identify internal obstacles and pain points and design solutions.
* Manage priorities and tasks efficiently in a high-intensity environment, always looking for ways to work smarter, not harder.
* Develop creative and lasting value-based solutions to retain and renew customers, increasing the effectiveness of our platform and the customer’s delight in its impact on their business.
Requirements:
* Experience as a Technical Support Specialist or similar CS role
* Familiarity with websites and domains is a PLUS
* Understanding of how CRM systems work
* Excellent communication and problem-solving skills
Should be based in the Philippines.
We are looking for a full-time Technical Support Specialist (Voice and Chat Support)
* As a Support Product Specialist, you will not only support the customer experience but the support team as a whole with your technical knowledge, product understanding, and in-depth system workflow expertise. This role will be a key player in both improving the employee and customer experience via a deeper understanding and focus on process improvement.
* Provide a world-class experience to all current customers who need support, troubleshooting, inquiries, concerns, product knowledge, and adoption.
* Mentor and assist the customer support team specifically those more technical and those that require a deeper product knowledge.
* You will take the lead on more technical inquiries and in coaching the team on more technical issues.
* You will work with leaders of the support team on system consolidation, process refinement, and workflow improvements.
* You will study our products and develop an in-depth knowledge of their inner workings.
* You will aid in training and knowledge base development as well as internal documentation.
* Focus on results. Obsess over their success. Design solutions.
* Help to identify internal obstacles and pain points and design solutions.
* Manage priorities and tasks efficiently in a high-intensity environment, always looking for ways to work smarter, not harder.
* Develop creative and lasting value-based solutions to retain and renew customers, increasing the effectiveness of our platform and the customer’s delight in its impact on their business.
Requirements:
* Experience as a Technical Support Specialist or similar CS role
* Familiarity with websites and domains is a PLUS
* Understanding of how CRM systems work
* Excellent communication and problem-solving skills
Should be based in the Philippines.