Technical Support Representative (TIER I)

About the role

We are seeking a highly skilled and motivated Technical Support Representative to join our team at YourMembership Limited Corporation (Cebu) powered by Momentive Software in Cebu. In this full-time role, you will be responsible for providing exceptional technical support and assistance to our valued customers, ensuring they have a seamless and positive experience with our products and services.

• Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses
• Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
• Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings
• Strive to increase the rate and speed of ticket resolution
• Track cases in ticketing system with appropriate and accurate information
• Escalate inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution
• Openness and comfort to telephone conversations with end users, as well as admins
• Stay current with platform/system information, changes, and updates
• Triage customer issues, debug, and find workarounds if possible
• Improve the client experience through excellent customer interaction
• Submit and comment on bug reports and feature requests based on customer interactions
• Maintain high ticket performance and satisfaction
• Participate in the rotation to provide off-hour support

• 2-3 years of experience in a technical customer support role
• Exceptional English communication and conversational skills
• Excellent problem-solving and critical thinking abilities to quickly identify and resolve technical issues
• Proficiency in using various troubleshooting tools and software applications
• Ability to work effectively in a fast-paced, team-oriented environment
• Preferred experience: SaaS solution
• Versatility with technology and workflows, should have a high level of computer fluency
• Affinity in providing customer support and making customers happy
• Strong attention to detail
• Ability to triage and resolve bugs, quickly and accurately
• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat
• Experience with support platforms (ex. Freshdesk, Zendesk, etc.) preferred
• Working knowledge of PC and Mac operating systems and browsers
• Experience with virtual event platforms (ex. Adobe Connect, Zoom, webcasting etc.)
• Able to work on permanent graveyard schedule and work on-site

What we offer

At YourMembership Limited Corporation (Cebu), we are committed to providing our employees with a rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:

• Comprehensive health and wellness package
• Generous paid time off and holiday leave
• Opportunities for career development and professional growth
• Collaborative and supportive work environment
• Employee recognition and reward programs