Customer Support Associate - APAC
S
SynthesiaAI Video Platform
Location: Philippines (APAC region), Monday-Sunday, 6am - 12amFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- At least 1 year
- Required Skills
- SalesforceHubSpotZendeskTechnical supportCRM
Requirements
- Based in the Philippines
- High school diploma or equivalent; college degree in a related field is desirable
- At least 1 year experience within a technical support environment
- Excellent verbal and written communication skills
- Customer-oriented mindset with a strong desire to exceed customer expectations
- Ability to multitask and manage time effectively
- Good computer skills and experience with CRM systems and customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
- Ability to work in a fast-paced and dynamic environment
- Ability to work independently and as part of a team
- Flexibility to work different shifts, bank holidays and weekends
Responsibilities
- Respond to customer inquiries via email, chat, or social media in a timely and professional manner
- Provide accurate information and support to customers to resolve their issues
- Identify and escalate complex issues to Tier 2 support when necessary
- Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
- Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
- Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
- Continuously improve your own product knowledge and remain up to date with our product, services and processes
- Provide constructive feedback to the business and leadership team to improve customer support processes and procedures
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