Support Specialist

THE ROLE

Our client is looking for a Support Specialist who will support the team with technical issues and ensure that all technical aspects are functioning optimally. This role will also be involved with quality assurance and technical documentation.

SCHEDULE: 8:00 AM – 5:00 PM Eastern Standard Time (9:00 PM – 6:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Handle helpdesk

·       Triage and resolve incoming support tickets

·       Handle quality control for new websites before they go live

·       Prepare documentation

·       Create both internal and external facing Help Center articles and process documents

·       Build a deep understanding of products, customers, product configurations, and data

·       Seek out information from peers about changes and document findings

QUALIFICATIONS

·       A Bachelor’s degree in the related field is a plus

·       2+ years of customer/technical service experience in a technical help desk environment

·       Experience in testing and debugging

·       Experience or education in marketing or website technology

·       Experience in WordPress, MySQL, SQL, HTML, CSS, and PHP

·       Familiar with DNS routing and troubleshooting

·       Proficient with Microsoft Office, including Outlook, Word, and Excel

·       Ability to troubleshoot JavaScript

·       Comfortable running SQL queries

·       Knowledge of recruiting or staffing industry

·       Excellent analytical skills, close attention to detail and organized

·       Must be able to work in a dynamic, varied, and fast-paced environment

·       Flexible and can tolerate change, adaptation, pragmatism, and commitment are a necessity

·       Works cooperatively and exhibits behavior that yields positive, constructive, and strong relationships with peer

·       Ability to work under pressure and accept supervision

·       Ability to use both written and oral language clearly and concisely

·       Displays a passion for constant learning of new product features, technologies, and customer operational practices

·       Develops a strong empathy for clients and their needs

·       Can speak with poise and calmly adapt to dynamic situations

·       Enthusiastic and excited to help people who are motivated to provide excellent service

·       Aptitude in data management, analytics, reporting preparation

·       Ability to work independently, maintain a professional demeanor, and work as a team member without daily supervision