Manila Recruitment
Financial
CustomerSupportAgent
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Agent at Manila Recruitment. Skills: Customer Support, Chat Support, Troubleshooting, Communication. Support and guide new users. Support existing users”
What You'll Achieve.
Users stay forever; Users tell friends about company impact
Industry & Context.
Troubleshooting; Problem-solving
What They're Looking For.
Must Have
Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role, Excellent attention to detail and comfort with spreadsheets and data, written and verbal communication, Troubleshooting and problem-solving, Ability to be proactive, Excellent English communication skills, both written and verbal
Nice to Have
experience in the mortgage broking industry are also highly desirable, customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience, Experience working in the broking, banking, and finance industries is highly preferred, The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries, A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous, Proficiency in the use of other ticketing systems will also be considered, Experience with technical support or training is useful but not essential, Experience with loan processing or finance is useful but not essential
What You'll Do.
Support and guide new users
Support existing users
Provision new accounts
Set up correct environment
Provide access to learning tools
Respond to customer support queries
Resolve simple requests
Investigate complex requests
Update client workflows
Perform account customizations
Conduct account health checks
Action subscription changes
Keep documentation updated
How You'll Work.
Team & Collaboration
Providing behind-the-scenes support for Customer Success Specialists; Work with product team
Communication Scope
Excellent English communication skills; written and verbal communication
Full Job Description
**Company Profile:** Our client is an Australian-based company that has built workflow and automation software for mortgage brokers. It was developed by a top-producing mortgage broker, for mortgage brokers who want to write more business in less time and with less stress. They are currently growing their remote team in the Philippines, and they are looking for a skilled front line chat support agent for their software solution. Take this amazing career opportunity to do challenging work that will make a big impact and where your contribution is highly visible. This is the perfect career move for someone who is looking for career growth, skills improvement, home-based work set up to attain work-life-balance and a chance to work with a project that is unique and first in the market. **Overall purpose and responsibilities of the role:** The Customer Success Assistant will help support and guide new and existing users, so they stay forever and tell all their friends what a great impact the company made. **Duties and Responsibilities:** * Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software. * Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc. * Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately investigating and solving more complex requests or logging a bug report in JIRA for the development team to address. * Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app. * Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions. * Actioning subscription changes such as upgrades, downgrades, or cancellations. * Helping to keep the documentation up
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