Customer Support Specialist

ResponsibilitiesProvide customer support to clients and function as a night shift team member in our Philippines office, working hours 10pm - 7am.Attend to customers’ enquiries and requests via 24/5 live chat, support tickets, and calls.Provide customers with information regarding task complexity, expected completion time, and progress updates for their requests, as well as examining alternative solutionsAnalyse customers’ needs and objectives from chats, support tickets, or calls, and work with internal teams to complete requests for customers and to achieve customer satisfaction within business requirements.Provide accurate information regarding Pronto Marketing’s services to prospects and existing customers.Promptly attend to urgent requests, chats, and calls from customers, and prioritise requests accordingly with internal teams within the scope of our Service Level Agreement (SLA).Communicate clearly and effectively in internal notes and video calls, and summarise urgent requests, chats, or calls to members of the Support team on different shifts to uphold a seamless operation of 24/5 website support for customers.Escalate customers’ complaints or feedback towards services to senior project managers, lead project managers, and team managers to improve the level of service or address customer concerns.QualificationsMinimum 1-2 years experience in Customer Service or I.T.-related roles.Strong English proficiency with excellent writing and communication skills.A team player who collaborates well within a multicultural team.Detail-oriented person with a passion to learn new tools and technologies.Intermediate understanding of WordPress, HTML, CSS, Google Analytics, SEO, online marketing, computer networking or network services is a plus.