Customer Support Specialist

Summary

Join Workstream's Customer Support team as a Customer Support Specialist and provide guidance on complex support issues for strategic products, partners, and customers. Empower the frontline support team by offering innovative solutions and collaborating with cross-functional teams. Review support tickets, triage and escalate bugs, support new product releases, work with product and engineering teams, and serve as the main contact for enterprise accounts. Make recommendations to improve customer experience, build training sessions, and develop scalable support processes. Collaborate with the team leader and QA to guide and develop Tier 1 support members. Workstream offers a permanently remote position with a monthly stipend, annual and performance-based bonuses, flexible PTO, company-issued device, and career growth opportunities.

Requirements

• At least 1 year in a Level 1 Support Role in a SaaS or Technical Support environment
• Flexible with working hours to collaborate with team members across various hubs/geos
• Comfortable with ambiguity while at the same time building and developing processes
• Comfortable working with engineering and products teams to identify and solve problems that might be brand new
• Great people skills and ability to communicate all kinds of feedback, whether it’s an improvement needed with the product or helping other team members learn and follow processes
• Knowledgeable with spreadsheets - excel, gSheets. Pulling and developing reports from various data sources
• Hunger to grow within the role and help shape the Support department at Workstream
• A roll-up-your-sleeves attitude; you dig deep and find answers; you aren't afraid to take action
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection ( at least 10 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila

Responsibilities

• Review frontline support tickets, providing guidance and feedback on effective troubleshooting
• Triage, submit, and escalate potential product bugs to appropriate teams for resolution
• Actively shepherd bug resolution including monitoring the scope of impact and following up with owners to ensure timeliness
• Support Alpha, Beta, and recently released products
• Work closely with the Product Specialist and Engineering Teams to build and document solutions
• Be the main Support Point of Contact for identified Enterprise accounts
• Make recommendations to improve the customer experience during the general release of the product
• Build and conduct training sessions to prepare for general release
• Develop effective and scalable processes to best support the product
• Collaborate with their respective Team Leader and QA in providing guidance and developing Tier 1 Support team members

Benefits

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni