CustomerTechnical Support Representative SoftwareSaaS
CustomerTechnical Support Representative SoftwareSaaS
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1 Vacancy
Job Description
Tech Support That Empowers Social Good
Bonterra Tech is revolutionizing nonprofit software backed by industry acclaim from TrustRadius and G2. With powerful platforms like Apricot and Network for Good they support fundraising case management and CSR for 170000 organizations worldwide. Their software drives over $18B in annual giving and touches 40M lives. Bonterra isn t just scaling technology; they re scaling global change. Join a company where innovation meets purpose and where your career fuels real impact without ever leaving home. They build tech that does good and so will you.
Job Description
As a Customer/Technical Support Representative you ll be the first point of contact for customers handling inbound calls and email inquiries. Youll provide timely effective solutions to product or service issues ensuring customer satisfaction and loyalty through exceptional service clear communication and reliable technical support.
Job Overview
Shift: Rotating Shift; Monday to Friday 8am 5pm or 9am 6pm ET Weekends Off
Work Setup: Onsite (Pampanga)
- Handling incoming calls and email inquiries providing accurate and efficient customer support
- Identifying troubleshooting and resolving customer issues; escalating complex cases when necessary
- Maintaining uptodate knowledge of the company s products services policies and procedures
- Documenting all customer interactions and actions accurately in the company s CRM system
- Conducting followups to ensure issue resolution and customer satisfaction
- Adhering to company policies procedures and regulatory requirements to protect customer data
- Collaborating with team members and departments to improve service delivery and satisfaction
- Meeting or exceeding individual and team performance targets such as response times and satisfaction scores
Requirements
The Qualifications We Seek
- 3 5 years of proven experience in a contact center customer service or a related field
- Experience with Zendesk or other CRM software
- Background in a SaaS or technology support environment
- Excellent verbal and written communication skills
- Strong problemsolving and critical thinking abilities
- Ability to remain calm and professional in highpressure situations
- Proficiency in using email and chat platforms
- Effective multitasking and time management skills
Benefits
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Fully customized Emapta laptop with peripherals
- Night differential pay to maximize your earnings
- Prime office location in Pampanga (Conveniently accessible by PUVs with nearby restaurants and banks)
- Fixed weekends off
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Welcome to Emapta Philippines!
Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Apply now and be part of the #EmaptaEra.
The Qualifications We Seek 3 5 years of proven experience in a contact center, customer service, or a related field Experience with Zendesk or other CRM software Background in a SaaS or technology support environment Excellent verbal and written communication skills Strong problem-solving and critical thinking abilities Ability to remain calm and professional in high-pressure situations Proficiency in using email and chat platforms Effective multitasking and time management skills
Employment Type
Full Time
