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Technical Support Associate | Philippines

2 months ago

Cambridge, United States Peak Support LLC Full time
Job DescriptionJob DescriptionDescription:

Join Peak Support: Where Passion Meets Purpose


At Peak Support, we're not just another outsourcing company—we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified™ company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're committed to creating an exceptional employee experience. If you share our values and are passionate about delivering outstanding customer service, we want to hear from you


We offer:

  • Competitive compensation and excellent benefits.
  • Comprehensive training and development programs.
  • A fun, inclusive workplace culture.
  • Opportunities for personal and professional growth.

Ready to take the next step in your career? Join the Peak Support team and discover why we're the top-rated employer in our industry.


Apply now and let's start our journey together


As a member of our team, you will:

  • Provide front-line support for our community via email, live chat, and other channels
  • Handle customer requests and questions with a thoughtful, friendly and empathetic tone
  • Research customer issues and work with internal departments to find solutions
  • Develop a reporting system of all common issues received that can be provided to internal departments to better our product
  • Utilize systems for tracking bugs, partner requests, and identify ways to improve our support processes
  • Understand and capture customer feedback to help highlight trends for future product, growth, and marketing initiatives
  • Create, edit, and continuously update our knowledge base so our partners can easily access information
  • Build out and monitor online communities to help improve overall social media reputation.
Requirements:

We're looking for individuals with:

  • Experience or understanding of customer communication and ticketing tools, specifically Zendesk
  • Excellent written and verbal communication skills
  • HTML, Java, CSS knowledge
  • Critical thinking, and analysis / troubleshooting abilities
  • Self-motivated, resourceful and accountable, while thriving in a collaborative team
  • 2+ years of professional experience, ideally in a fast-paced environment
  • Familiarity with the Google productivity suite and JIRA (Drive, Docs, Sheets, etc.)
  • Previous professional experience in a customer service / support environment