6,048 Customer Support Staff jobs in the Philippines

Responsibilities:

• Provide assistance to customers via phone, email, or written correspondence.
• Resolve customer issues on the first contact; escalate as needed.
• Maintain confidentiality of customer and company information.
• Deliver excellent customer service to ensure satisfaction.
• Review and respond to inquiries using available resources and guidelines.
• Process and maintain records and paperwork accurately.
• Coordinate with other departments when necessary.
• Perform additional related duties as required.

Requirements:

• Effective English communication skills, both written and spoken
• Good at multitasking, organizational, and time management skills.
• Ability to work well in a fast-paced, team-oriented environment.
• High level of confidentiality and professionalism.
• Knowledgeable in Microsoft Office and familiar with standard office equipment.

Address: Startek Pasig G/F Silver City 3, Frontera Verde Dr. Brgy Ugong Pasig City

Job Types: Full-time, Permanent

Benefits:

• Company events
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Transportation service provided

Work Location: In person

Job Responsibilities:

• Ensures the end-to-end customer experience.
• Documentation of every customer interaction.
• Resolves billing and technical concerns.
• Establish memorable customer experience by providing fast and accurate resolution to customers.
• Identifying the issue and categorizing / prioritizing the incident and service requests.

Job Qualifications:

• With at least 6 months CSR/TS experience as voice or chat
• Average computer literacy is acceptable.
• Have understanding of Basic Internet Technology for higher trainability.
• Ability to convey information and express oneself clearly orally and in written form, in a persuasive or logical manner to individuals or groups to ensure that they understand the message.
• Ability to anticipate the implications and consequence of situations and taking appropriate action to be prepared for possible contingencies.
• Good English communication skills, both written and oral
• Must be self and goal driven.

Job Type: Full-time

Work Location: In person

Kickstart Your Career with a Leading Mobility Account

We're looking for passionate Customer Service Representatives (CSR) and Technical Support Representatives (TSR) to join our team in Ortigas, Pasig.

What's in it for you?

· Competitive ₱22,000 basic salary

· ₱,500 rice allowance upon regularization

· ₱ 000 signing bonus

· Virtual hiring process for your convenience

Who We're Looking For:

· Graduate of a Bachelor's, Vocational, or Associate course in Computer Science, IT, or a related field, with at least 6 months of BPO CSR/TSR experience; OR

· College graduate of any course with at least 6 months of solid experience in an e-commerce (Sales) account in the BPO industry.

Qualifications:

· Strong knowledge in troubleshooting mobile phones, PCs, and laptops

· TSR experience in handling international accounts (Mobility/Telco account is a plus)

· Good to excellent English communication skills

· Willing to work onsite in Ortigas, Pasig

· Amenable to shifting schedules

Take the next step toward a rewarding career. Apply today and get hired from the comfort of your home

Job Type: Full-time

Pay: Php18, Php22,000.00 per month

Application Question(s):

• What motivates you to do great work?
• Do you have troubleshooting or sales experience under the BPO industry?
• Are you willing to work onsite in Ortigas, Pasig City?

Education:

• Bachelor's (Preferred)

Work Location: In person

We're Hiring: Customer Support Technical Representative

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered

We are currently on the lookout for a Customer Support Technical Representative to join our team at Cloudstaff, the #1 workplace everywhere Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant

Role
: Customer Support Technical Representative

Work Arrangement
: Work from Office

Location
: Philippines - Cebu

Schedule
: Night shift

Primary Role:

The Customer Support Technical Representative is responsible for answering all requests from internal and external customers about technical issues for our products. Incumbent will be responsible for diagnosing technical customer issues and providing associated resolution for ultimate customer satisfaction. Incumbent works in a call center environment on a phone queue taking an average of 40-50 inbound calls per day. Position involves high degree of technical aptitude and professionalism. Incumbent may also be cross-trained in other related departmental positions.

70% Customer Contact

• Participate in team meetings & support process changes with relevant data.
• Provide technical assistance to internal and external customers using both oral and written communication skills. This includes diagnosing the problem and assisting the customer with possible solutions.
• Maintain contact with customer accounts and end-users through phone contact, email, faxes and written correspondence.
• Explain and administer company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.)
• Communicate effectively with internal customers (within Customer Support and other appropriate departments) on the status of current field issues, and assist in determining corrective action to ensure Precor customer satisfaction.
• Collect warranty information and data to ensure proactive approach to potential field issues.
• Consult with management to review process changes and implementation plans.
• Track job functions to properly ascertain capacity.

20% Part Orders

• Assist customers with part orders through an on-line computer system. (This includes data-entry of customer numbers, part numbers, quantity, etc.)
• Assist customers in the identification of required parts using product diagrams, bills of materials and schematics.
• Interface with other departments to ensure proper parts order processing.

10% Total Quality

• Actively pursue continuous improvement to meet or exceed customer needs.
• Condense data for analysis and reporting purposes.
• Participate in new processes to help the company achieve revenue, profitability, and market share targets through increased efficiencies.
• Assist with special projects as needed.
• Perform other duties as assigned.

Qualification and requirements:

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.

Education:

• Associates degree in electronics, Technical School Degree or equivalent technical training preferred.

Experience, Skills and Abilities:

• Minimum of 3+ years customer service experience-working within a call center environment required.
• Minimum of 3+ years applicable technical experience required. (e.g. actual repairs of electro-mechanical equipment at customer locations).
• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.
• Experience with a variety of computer programs at an advanced level (Word, Excel, Outlook, Internet, etc.)
• Keyboarding skills of 45+ words per minute.
• Familiarity with a fast-paced environment that has a high volume of phone calls, email, and a consistent work load.
• High proficiency of organizational & multi-tasking skills.

Competencies:

• Customer Focus – solicits and uses feedback for continuous improvement. Strives for quality and excellence.
• Accountability – takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
• Teamwork – Actively assists to move the team toward the completion of goals
• Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.
• Collaboration - Establishes collaborative relationships to achieve objectives
• Decision Making – Using effective approaches for choosing a course of action or developing appropriate solutions.
• Adaptability – Adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Conflict Resolution - Using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Non-negotiable skills & requirements:

• Minimum of 3+ years customer service experience-working within a call center environment required.
• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**

We're Hiring: Customer Support Technical Representative

We are currently on the lookout for a Customer Support Technical Representative to join our team at Cloudstaff, the #1 workplace everywhere

Role: Customer Support Technical Representative

Work Arrangement: Work from Office

Location: Cebu, Philippines

Schedule: Night shift

Job Description:

The Customer Support Technical Representative is responsible for answering all requests from internal and external customers about technical issues for our products.  Incumbent will be responsible for diagnosing technical customer issues and providing associated resolution for ultimate customer satisfaction.  Incumbent works in a call center environment on a phone queue taking an average of 40-50 inbound calls per day.  Position involves high degree of technical aptitude and professionalism.  Incumbent may also be cross-trained in other related departmental positions.  

The Customer Support Technical Representative reports to the Customer Support Supervisor and works under general supervision. Position involves high degree of interaction with end customers (club owners, managers, maintenance staff, installation and repair partners), service providers and dealers.  This position involves interaction with External Sales, Internal Sales, Accounting, Operations and Shipping.  Pro-active follow up, attention to detail, customer service and professionalism are essential factors in the daily administration of this position. 

70% Customer Contact

•    Participate in team meetings & support process changes with relevant data.

•    Provide technical assistance to internal and external customers using both oral and written communication skills. This includes diagnosing the problem and assisting the customer with possible solutions. 

•    Maintain contact with customer accounts and end-users through phone contact, email, faxes and written correspondence.

•    Explain and administer company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.)

•    Communicate effectively with internal customers (within Customer Support and other appropriate departments) on the status of current field issues, and assist in determining corrective action to ensure Precor customer satisfaction. 

•    Collect warranty information and data to ensure proactive approach to potential field issues. 

•    Consult with management to review process changes and implementation plans.

•    Track job functions to properly ascertain capacity. 

20% Part Orders

•    Assist customers with part orders through an on-line computer system.  (This includes data-entry of customer numbers, part numbers, quantity, etc.) 

•    Assist customers in the identification of required parts using product diagrams, bills of materials and schematics.

•    Interface with other departments to ensure proper parts order processing.

10% Total Quality

•    Actively pursue continuous improvement to meet or exceed customer needs.

•    Condense data for analysis and reporting purposes.

•    Participate in new processes to help the company achieve revenue, profitability, and market share targets through increased efficiencies.

•    Assist with special projects as needed.

Perform other duties as assigned.

Qualification and requirements:

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.  

Education:

• Associates degree in electronics, Technical School Degree or equivalent technical training preferred.  

Experience, Skills and Abilities:

• Minimum of 3+ years customer service experience-working within a call center environment required.

• Minimum of 3+ years applicable technical experience required.  (e.g. actual repairs of electro-mechanical equipment at customer locations).

• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.

• Experience with a variety of computer programs at an advanced level (Word, Excel, Outlook, Internet, etc.)

• Keyboarding skills of 45+ words per minute.

• Familiarity with a fast-paced environment that has a high volume of phone calls, email, and a consistent work load. 

• High proficiency of organizational & multi-tasking skills.

COMPETENCIES

• Customer Focus – solicits and uses feedback for continuous improvement.  Strives for quality and excellence.

• Accountability – takes a no excuses approach to making things happen.  Takes responsibility for own actions and results.

• Teamwork – Actively assists to move the team toward the completion of goals

• Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.

• Collaboration - Establishes collaborative relationships to achieve objectives

• Decision Making – Using effective approaches for choosing a course of action or developing appropriate solutions.

• Adaptability – Adjusting effectively to work within new work structures, processes, requirements, or cultures.

• Conflict Resolution - Using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Non-negotiable skills & requirements:

Minimum of 3+ years customer service experience-working within a call center environment required.

Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement

• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**

Why join ezyCollect

In the time it takes you to read this job ad, our platform collects around $58,991.86 from businesses that struggle with late-paying customers. Since 2016, ezyCollect has been helping 1,500+ businesses reduce their overdue invoices by 43% on average.

ezyCollect is an Australian-founded B2B SaaS FinTech on a mission to eliminate late payments, with a focus on the Food & Beverage andWholesale Building industry. Our invoice-to-payments subscription software complements accounting/ERP software (MYOB, Xero, NetSuite, SAP etc.) to automate the process of getting paid. We are expanding our products and services as well as our team We are a team of over 60 across Australia, New Zealand, Brazil, the Philippines, the USA and Canada. ezyCollect is driven by a passionate and dynamic team that loves solving real business problems using the latest technology to get businesses paid on time every time. Our vision is to empower our clients to grow their businesses through integrated and faster payments, the latest and most accurate credit data and process automation.

We're looking for a curious, determined professional who thrives in a fast-paced, collaborative environment.

This is a full-time role based in the Philippines, working mainly in Australian business hours with some flexibility for US and client time zones. You'll observe NSW public holidays, and all communication is in English.

Technical Support Specialist

Join our team and be the go-to problem solver behind the scenes You'll use your SQL know-how and integration expertise (think Xero, NetSuite, SAP, QuickBooks, MYOB) to keep things running smoothly, squash sync issues, and support our clients across the globe.

If you love digging into databases, fixing tricky technical challenges, and turning data into real insights, all while working with a collaborative, fast-moving team, this role is for you. You'll get to work on smart fintech solutions, grow your skills, and make an impact every day.

The Role

• Installations of all supported ezyCollect integrations, e.g. NetSuite, MYOB EXO, MYOB Acumatica, Xero and complex integrations
• Performing daily sync integrations checks
• Resolving daily Support Tickets
• Inbound customer support (Hubspot inbox and Intercom live chats)
• Liaising with technology partners to resolve clients' issues
• Ensuring proper technical documentation is logged and maintained.
• Supporting clients or performing tasks outside of regular working hours (U.S. or other client time zone) when needed.

The Role Requirements

General

• Minimum 2 to 3 years of experience in a technical support role, preferably in a SaaS-Fintech-based company
• Skilled in handling urgent investigations, isolating problems, and addressing high-priority issues effectively
• Customer-focused with a positive attitude and high standard in customer service; confident to speak to clients through phone, email, and live chat in fluent English
• Ability to communicate complex issues to both technical and non-technical audiences
• Preferably experience with AUS and US clients
• A problem-solving mindset and confidence in tackling tricky issues
• A strong work ethic and being easily adaptable to fast-paced environments
• Proactive with excellent initiative, while maintaining a high standard of work quality
• Excellent administrative, organisational, and time-management abilities
• Fast learner and highly adaptable to new tools and processes
• Reliable with a clear understanding of punctuality and the importance of meeting deadlines
• Collaborative team player, highly flexible, and willing to work outside regular hours when required

Technical

• Experience integrating with platforms like Xero, NetSuite, SAP, QuickBooks, or MYOB
• Skilled in troubleshooting and resolving issues across various software integrations
• Strong database know-how
• Hands-on SQL skills:
• Knowledge for both production and reporting needs
• Capable of writing and executing SQL queries for diverse purposes, including reporting and analysis
• Development in Java, RESTful Api, Application servers (Tomcat)

Some of our benefits and perks:

• Employee Share Options
• Annual Training Budget
• HMO contributions
• Flexible working arrangements
• 4 weeks annual leave per year
• 2 weeks sick/carers leave per year
• Generous parental leave policy
• Other leave allowances (i.e. compassionate leave, bereavement leave, emergency leave, etc.)
• Employee SWAG
• Quarterly Social Team Events
• Monthly Virtual Games
• Having a large impact, a small team, and helping shape the future of ezyCollect
• Joining a passionate team that rewards the right behaviours
• Working with a product that customers love >1,200 customers in >18 countries
• There is an exceptional opportunity for the right candidate to work closely with our business founders, grow together with the company and help shape the future of ezyCollect
• Being part of a passionate, entrepreneurial team where you'll be valued for your contribution
• Dedicated training and coaching to help facilitate your career growth
• Insight/access into multiple facets of the business, giving a unique level of experience
• Fun and collaborative work environment guaranteed
• This is a Remote (work from home) position.

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Job Description

Job Summary:

As a Technical Customer Support Coordinator, you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs.

Accountabilities:

• • With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
• Accurately document all customer interaction, research and resolution.
• Acquire product knowledge to competently demonstrate the products and services we sell
• Assist customers with installation of product user interface and site navigation.
• Internal systems knowledge such as CRM, billing, admin tools, website and production systems.
• Provide login, search, usability, and technical support for multiple proprietary products and services
• Provide high quality customer support to internal and external customers via phone, email, and chat
• Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
• Perform basic browser troubleshooting
• Handle billing need such as payments, research, invoices, and usability of online billing tool
• Escalate issues to second level team when necessary

Qualifications:

• • Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
• Strong customer focus to interact with customers
• Problem Solving and basic technical skills
• Excellent Customer Service skills.
• Excellent written and verbal communication skills.
• Ability to multi-task and handle incoming calls as well as emails
• Customer Service / Team Player oriented
• Professional attitude and positive demeanor at all times.
• Ability to work independently on assigned projects.
• Open to working weekends and shifting schedule
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a Successful or above rating in the last Enabling Performance cycle)
• Knowledge in programming language a plus (but not required)

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers:

EEO Know Your Rights

.

This job is with Finastra, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Reporting to the Manager of Customer Support, the
Technical Support Engineer
will be responsible for delivering expert assistance to clients across all current and future Payment product offerings provided by Finastra

Key Responsibilities
Your deliverables as a
Technical Application Support Engineer
will include, but not limited, to the following:

• Provide professional application and technical support & consultation to clients of Finastra
• Payment products, typically banks or major corporations
• Provide tier 2 support: act as initial escalation point for Operations & Application Support
• staff and the customer; provide guidance and training for support staff of all levels; execute
• escalation procedures when applicable, as defined by management
• Work collaboratively with customers' and Finastra technical groups for connectivity to various
• interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions,
• and other third party vendors
• Continually monitor and update all assigned cases in Salesforce CRM with timeliness,
• accuracy, relevant information and using appropriate customer-facing communication as
• judged by management. Cases are accessible internally and by Finastra clients.
• Lead installation, implementation and client coordination of testing fixes provided by
• Development for Production related issues; document work following change control
• protocol
• Create and maintain documentation pertaining to daily operations of the Payments Customer
• Support Group
• Install and Maintain Test Environments for all Payment Products for support of the Payments
• Group
• Participate in and sometimes lead infrastructure changes that relate to Payment products
• Maintain and expand support expertise by learning, as necessary, International and Domestic
• Payments Products and the software applications Finastra sells
• Perform all other duties as assigned

Requirements And Qualifications

• Bachelor's degree (concentration in Computer Science or Computer Engineering preferred)
• Experience with support of technical services and must have the ability to quickly learn the
• technical aspects needed to support the products
• Prior experience in supporting customers of banking or financial software applications
• preferred
• Must have good verbal/phone presence - experience in call center or customer support is a
• plus
• Ability to multi-task and manage changing priorities to meet demands of clients
• Demonstrated ability to contribute to an atmosphere of teamwork through collaborative
• behavior and open communications
• Experience interfacing with others via phone and email at all levels from senior management
• to junior staff
• Excellent analytical and communication (Verbal and written) skills; process-oriented
• Successful candidate must enjoy problem solving, which is a significant part of the job
• Expert technical skills in any of the following are desired: Windows Server administration &
• support; networking concepts, analysis & troubleshooting; web server technologies such as
• IIS, Apache/Tomcat; remote access; virtualization; relational databases; Windows-centric
• system and application support

Work Environment

• Manila night shift - US hours
• Willingness to work off hours and occasional long hours when necessary to achieve customer and company objectives
• Work independently and collaboratively
• Work remotely to provide support, as required
• Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment

Benefits
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, , , , ).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra

Job Description
Job Summary:
As a Technical Customer Support Coordinator
,
you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs.

Accountabilities

• With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
• Accurately document all customer interaction, research and resolution.
• Acquire product knowledge to competently demonstrate the products and services we sell
• Assist customers with installation of product user interface and site navigation.
• Internal systems knowledge such as CRM, billing, admin tools, website and production systems.
• Provide login, search, usability, and technical support for multiple proprietary products and services
• Provide high quality customer support to internal and external customers via phone, email, and chat
• Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
• Perform basic browser troubleshooting
• Handle billing need such as payments, research, invoices, and usability of online billing tool
• Escalate issues to second level team when necessary

Qualifications

• Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
• Strong customer focus to interact with customers
• Problem Solving and basic technical skills
• Excellent Customer Service skills.
• Excellent written and verbal communication skills.
• Ability to multi-task and handle incoming calls as well as emails
• Customer Service / Team Player oriented
• Professional attitude and positive demeanor at all times.
• Ability to work independently on assigned projects.
• Open to working weekends and shifting schedule
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a Successful or above rating in the last Enabling Performance cycle)
• Knowledge in programming language a plus (but not required)