About Us:

We’re Otter, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. Restaurants large and small trust Otter to power their delivery business.

About the Role:

We're looking to hire a Technical Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs timely via Email, Chat, or Calls.

Responsibilities:

Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system.
Troubleshoot technical issues - Zendesk
Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction.
For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
Training customers on tools, acting as a key interface with customers via phone and email support in a professional and efficient manner
Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests

What you need:

1-3 years of professional experience in a similar, customer support role
Proven track record of providing support for complex issues, products, and processes
Tier 2 Escalation experience
Experience working with support tools like Zendesk, JIRA, Salesforce, Slack etc.
Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand
Communication: emotionally intelligent, strive to always be helpful, empathetic with customers
Based in Makati - this is office based 5 days per week
Night Shift: Employees working hours starting between 10 PM and 6 AM.

Competencies

Problem Solving: Can understand our complex product and internal systems, can deep dive / hustle to solve issues:
Analytically Inclined: Can interpret data, can prioritize their customers ,can navigate a spreadsheet and shows an inclination and willingness to learn Google Sheets.
High Ownership: Do whatever it takes to get the job done, and ensure customer satisfaction. Ability to maintain a positive attitude and composure in a fast-paced environment
Resourcefulness: Knowing where to look or who to ask to efficiently achieve results or resolve issues. Willingness to 'get into the weeds and find improvements
Resilience: Flexibility: Expect frequent change as we define the future and adapt to it
Organization: Able to multitask well, and support the needs of the leads and stakeholders

Apply for this Job

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Please copy and paste your LinkedIn URL here: *

Are you currently based within a 20km radius of the Manilla Office? *

114 Valero St., Salcedo Village, Makati 1209, Metro Manila

This role is based in the office 5 days a week. Are you comfortable with that? *

Office hours are 10pm - 6am to cover US night shift - can you work those hours? *

Do you speak English fluently? Please highlight any other languages that you are fluent in. *

This is a must have as our office is a mix of English and Non-English speakers

We are looking for someone with strong knowledge of support tools and technologies. Whats tools do you have experience using? *

i.e. Zendesk, Salesforce Service Cloud, Jira Service Desk

Have you worked with Zendesk or similar tools previously? *

Please give an example of a Tier 2 escalation that you have solved *

What salary are you expecting? *

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