Customer Support Advisor

About the RoleWe are looking for a Customer Support Advisor to join our team! If you are a tech-savvy individual eager to grow your career in Technical Support and you enjoy solving difficult technical application issues, let’s chat!You will help our clients and partners navigate our Location Marketing Cloud, answer their technical questions, and make sure they have an excellent customer experience. You’ll work closely with our colleagues in the Customer Success team to deliver great support and solutions. Building and maintaining relationships across departments will be key to your success, including close collaboration with the other Technical Support & Services teams, such as Implementation.Your ResponsibilitiesManage technical support requests from our clients, with a focus on KPIs like customer satisfactionEscalate bugs through the right internal channels (e.g. Jira) and teamsCollaborate closely with colleagues across the wider Customer Organization, including Customer Success, Sales, and ImplementationYour ProfileExperience in Customer or Technical Support, preferably in a B2B SaaS environmentExcellent written and spoken EnglishAble to work independently and comfortable working remotelyMotivated by finding great solutions for customers, with a truly service-oriented approachAble to quickly get up to speed on new and technically complex issues, prioritize them, and stay organizedIdeally, experience with ticketing and CRM systems (e.g. Jira, Salesforce)Good level working with Excel or Google SheetsExperience working in an international teamOpen to new ideas and approachesComfortable researching new issuesAccess to a strong and reliable internet connection at homeSome completed college educationEligible to work in the Republic of the PhilippinesBonus PointsBasic MySQL skills, including writing and updating queriesUnderstanding of HTML, CSS, and JavaScript, and able to troubleshoot browser errorsPrevious experience with APIs, including working in PostmanBasic understanding of location management on networks such as Google and Facebook