About the Role
Ateneo de Manila University is seeking a dedicated and tech-savvy Live Chat Support Specialist to join our dynamic team. In this pivotal role, you will serve as the primary point of contact for our clients, ensuring they receive seamless assistance across multiple communication channels including live chat, SMS, and email. Your mission is to blend technical expertise with exceptional interpersonal skills to resolve complex issues while fostering long-term client satisfaction and success.
As a key representative of our organization, you will bridge the gap between technical challenges and user-friendly solutions. This role is perfect for a proactive communicator who thrives in a fast-paced environment and is passionate about supporting micro, small, and medium enterprises (MSMEs). You will not only resolve immediate technical concerns but also contribute to the long-term growth of our service ecosystem by creating educational resources and identifying opportunities for product expansion.
Key Responsibilities- Deliver prompt and accurate live chat support and technical troubleshooting to clients across group chats, SMS, and email platforms.
- Address and resolve complex inquiries regarding POS systems, hardware configurations, and software integration with a focus on first-contact resolution.
- Balance speed and quality to meet established KPIs, ensuring all client interactions are handled with professional warmth and precision.
- Manage occasional inbound and outbound phone calls to provide comprehensive support for high-priority or intricate technical issues.
- Act as a strategic liaison between clients and internal departments, ensuring client feedback is accurately conveyed to the product and engineering teams.
- Develop and refine standardized messaging templates to enhance team efficiency and maintain a consistent brand voice.
- Contribute to the creation of self-service resources, including one-page guides, knowledge base articles, and instructional videos.
- Maintain meticulous records of client interactions, resolutions, and feedback using internal tracking tools and CRM software.
- Proactively identify and act on upselling opportunities to assist in account expansion and the onboarding of new client referrals.
- Stay current with product updates and disseminate critical information to client communities in a timely and engaging manner.
- Bachelor’s degree in Business, Communications, Information Technology, or a related field.
- Proven experience in customer support, client success, or a technical helpdesk role, preferably within a startup or SaaS environment.
- Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency in using modern live chat platforms, CRM software, and digital communication tools.
- Strong problem-solving skills with a detail-oriented approach to multitasking and managing high-volume client interactions.
- High degree of empathy, patience, and adaptability when dealing with diverse client needs and fast-changing processes.
- A sincere passion for empowering MSMEs and a drive to take initiative in a collaborative team setting.
- Competitive compensation package and performance-based incentives.
- Fully remote work arrangement providing flexibility and work-life balance.
- Opportunity to work with a prestigious institution dedicated to social impact and innovation.
- Comprehensive training and professional development programs to enhance your technical and leadership skills.
- Collaborative and inclusive company culture that values initiative and creative problem-solving.