Customer Care Specialist
New
Remote (Philippines), Monday to Friday from 3.30PM - 12.30AM (April - October) and 4.30PM - 1.30AM (November - March)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-2 years
- Required Skills
- SalesforceTroubleshootingCustomer supportSaaSZendesk
Requirements
- 1-2 years experience in a fast-paced customer service/support environment.
- Experience using live chat and email for customer support.
- Prior exposure to customer experience within a SaaS environment.
- Active, day-to-day use of AI tools such as ChatGPT, Gemini, or Claude.
- Proven ability to work in high-change and high-velocity environments.
- Strong problem-solving and troubleshooting skills.
- Ability to manage competing priorities and work autonomously.
- Strong and polished verbal and written communication skills.
- Willingness to work the specified late-night schedule.
Responsibilities
- Respond to and resolve customer tickets, calls and queries regarding the HR platform.
- Collaborate with the support team to educate customers on best practices.
- Analyze product functionality and logic to identify root causes of issues.
- Triage support issues and assign to appropriate teams or resolve directly.
- Escalate bugs and functionality concerns to seniors and team leads.
- Support customers via email, chat, and phone to maximize platform usage.
- Maintain accurate records in Zendesk and Salesforce.
- Contribute feature requests and Help Centre improvements based on insights.
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