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 customer support and assistance to our valued customers, ensuring they have a seamless and positive experience with our products and services.

As a member of the Customer Support team, you will be the first point of contact for an individual requesting technical assistance. Support includes servicing Client admins and platform end-users/learners. The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership.

You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.

What you'll be doing

• 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 
  
  

What we're looking for

• 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

Please refer to job description.