Customer Support Representative - Philippines

TL;DR

Customer Support Representative (Philippines): Respond promptly to customer inquiries via chat and calls, assist with product features, and provide workarounds for an AI-powered maintenance platform with an accent on efficient issue resolution and client satisfaction. Focus on documenting product requests, creating self-service knowledge base articles, and coordinating with sales for pricing negotiations.

Location: Based in the Philippines

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, and Cintas.

What you will do

• Respond promptly and accurately to customer support inquiries.
• Call customers to resolve issues and help with specific product features.
• Offer workarounds when the product does not meet requirements.
• Document product requests and highlight common issues to the Product team.
• Create self-service knowledge base articles and saved replies for FAQs.
• Schedule meetings with sales for pricing negotiations and follow up on old tickets.

Requirements

• 3+ years of full-time customer support or onboarding experience (software preferred)
• Excellent written and verbal communication skills.
• Strong time management, organizational, and interpersonal skills.
• Experience with CRM and help desk ticketing software (Intercom, Zendesk a plus).
• Highly proficient in Microsoft Excel.
• BSc/BEng degree or equivalent preferred.

Nice to have

• Experience providing support or onboarding for software products.
• Spanish language skills (written and spoken).

Culture & Benefits

• Competitive salary.
• Take what you need PTO.
• Work alongside a global team reflecting Smart Humble Optimist values.
• Meritocracy where ideas and effort are publicly celebrated.