Job Summary you will be accountable for supporting our
diverse customer base by investigating, identifying and resolving escalated issues. You
will be responsible for owning Technical support issues all the way from escalation right
through until resolution.
The successful candidate will be an ambitious, customer focused person, who is looking
to kickstart a successful career in a technical role by operating at a global level. As part
of the role you will be in frequent contact with customers so a strong level of written
and spoken English is necessary.
As Glofox services an international market, this role would suit those looking for
flexibility and varied working hours. This will be a full time role. Exact working hours are
to be confirmed, but this role will likely focus on serving the US market. As such, start
times for the role, after training is completed, will likely sit between 9pm and 12mn
Philippines time.
Job Description
Key responsibilities of this role include:
Providing excellent, easy-to-understand support via our various support channels
Identifying potential technical issues and report same to our product team
Communicating resolution of issues clearly and effectively to clients and to
Customer Support Specialists
Contributing to both our external and internal knowledge base and taking your
own initiative in respect of articles
Building positive working relationships with our diverse customer base
Identifying and taking ownership of problems or issues with a customer and
working with the customer to mitigate or resolve them
Demonstrating product capability and functionality
Working with our customers and our product management team to identify new
features that will make our product more valuable to our customers
Requirements:
Ideally degree level education or equivalent relevant experience.
3+ years’ experience in a technical support role within a software company would
be highly advantageous but not essential
Excellent customer relationship skills
Team player, great work ethic and ability to work in a high-paced challenging
environment
Experience with databases and their querying language is required (mySQL,
noSQL, etc). Experience with MongoDB is advantageous
Basic experience with Javascript and/or programming languages also
advantageous, while not essential
A logical mindset and strong capability to problem solve is key
Qualifications:
Key responsibilities of this role include:
Providing excellent, easy-to-understand support via our various support channels
Identifying potential technical issues and report same to our product team
Communicating resolution of issues clearly and effectively to clients and to
Customer Support Specialists
Contributing to both our external and internal knowledge base and taking your
own initiative in respect of articles
Building positive working relationships with our diverse customer base
Identifying and taking ownership of problems or issues with a customer and
working with the customer to mitigate or resolve them
Demonstrating product capability and functionality
Working with our customers and our product management team to identify new
features that will make our product more valuable to our customers
Requirements:
Ideally degree level education or equivalent relevant experience.
3+ years’ experience in a technical support role within a software company would
be highly advantageous but not essential
Excellent customer relationship skills
Team player, great work ethic and ability to work in a high-paced challenging
environment
Experience with databases and their querying language is required (mySQL,
noSQL, etc). Experience with MongoDB is advantageous
Basic experience with Javascript and/or programming languages also
advantageous, while not essential
A logical mindset and strong capability to problem solve is key
