Customer Support Analyst

SafetyCulture

  • Location
    • Manila, PH
  • Date Posted
  • 31 Mar 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

SafetyCulture is a hyper growth software startup that helps employees at companies like SpaceX, Hilton Hotels, Singapore Airlines, Virgin and Coca Cola get home safely to their families each night. Our mission is to improve safety and quality across all workplaces around the world. We're taking on an industry that needs some loving, and making Safety & Quality cool. It’s both hard and ambitious.

Watch this Customer Story and you’ll get it pretty quickly.

SafetyCulture has raised over $100 million since 2014 and is now valued at $440 million. In the last year, we have doubled our team, our revenue and expanded into more offices around the world, there is no better time to be joining the SafetyCulture mission. Our newest and fastest growing office is our Asia HQ in Makati

Job information

Organizational Membership: The Customer Support Analyst is a Specialist Level role. The Customer Support Analyst reports directly to the Customer Support Team Leader.

Skills required for the Role:

  • Excellent (Grammar, sentence construction, syntax, accent, intonation, pronunciation, thought organization) verbal & written communication skills.
  • Ability to provide clear and concise instructions using the English language.
  • Strong problem solving acumen.
  • Adept in using various channels of communicating to customers; chat/email/call
  • Information Technology Soft Skills, analyst must be comfortable in navigating various
  • Devices including iOS, Android and Windows.

Job & company responsibilities

You will be right at the heart of matters as you need to make sure that all the “wants” and “needs” of our active users and potential customers are attended to, with utmost urgency.

  • Respond to customers’ concerns in various channels based on the SLA set or even faster.
  • Responsible to ensure that his/her CSAT rating is in accordance to the global SafetyCulture goal of 95% and QA rating of 85%
  • Educating our customers about the company, our product and our products’ features. Every contact is an opportunity!
  • Evaluating the customer's’ concerns and ensuring that we provide the best solution and advise to their needs.
  • Walk customers through the process of installation and troubleshooting. Also, provide actionable tips to resolve the problem or confusion. Always practice the core value: Think Customer!
  • Create and send technical documentation to customers and within the technical platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework.
  • Refer difficult cases (based on guidelines for escalation) to the level 2 customer experience advocates
  • Make hardware recommendations for customers whose machines cannot support the application
  • Research required information using SafetyCulture prescribed and approved resources. Almost everything about the product & the company are in the Knowledgebase.
  • Close all open cases by ensuring that the customer’s concern has been resolved. Negligence in doing so is business impacting and puts everyone at risk.

Candidate qualifications

  • Meets the skills required enumerated in the Job Information (Passes Recruitment Workshop assessments)
  • At least 1 year as a customer /technical support representative handling either a US, UK or AU campaign in a Contact Center (for those with customer support experience)
  • At least 2 completed years of Tertiary education (for those with customer support experience)
  • Good ability to utilise MS Office/G-Suite Applications
  • Freshies are welcome to apply!