IT Support

Hi! We're Smartsourcing, looking for IT and App Support who can work with us full-time and on-site!

Where JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, Cebu

We're looking for IT and App Support to join the dynamic team! In this role, you'll be the go-to expert for troubleshooting technical issues, assisting customers, and ensuring they get the most out of our partner's applications. With a passion for problem-solving and customer satisfaction, you'll play a vital role in bridging the gap between users and our partner's technology.

Some of the things we expect you to do are to:

• Respond promptly to customer inquiries via phone, email, or chat, delivering clear and accurate solutions.
• Identify customer needs and guide them in using specific app features effectively.
• Test scenarios or impersonate users to analyze and report product malfunctions.
• Maintain and update internal databases with information about technical issues and customer interactions.
• Monitor and address customer complaints on social media, providing timely assistance.
• Share feature requests and successful workarounds with team members to improve processes.
• Inform customers about new features, functionalities, and updates.
• Follow up with customers to ensure their technical issues are fully resolved.
• Gather customer feedback and collaborate with Product, Sales, and Marketing teams to improve services.
• Support and train junior Customer Support Representatives as needed.

Requirements

We would need you to be or have the following:

• Experience in IT support, app support, or a similar customer-facing technical role.
• Strong problem-solving skills with the ability to analyze issues and recommend effective solutions.
• Excellent verbal and written communication skills.
• Proficiency in using support tools, customer relationship management (CRM) software, and ticketing systems.
• A proactive approach to learning and staying updated on new app features and functionalities.
• A collaborative mindset and ability to work well with cross-functional teams.

Benefits

Be a part of the Smartsourcing crew !

Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.

Here's why we think you'd love working at Smartsourcing

At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.

We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.

Some of our company perks include:

• Above-industry salary package
• Day Shift
• Fixed weekends off
• HMO coverage for you and your dependent/s from day one
• Free lunch every day
• Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
• Sports wellness clubs including free-diving
• Subsidized gym membership at Anytime Fitness
• Travel opportunities to Australia
• Exclusive discounts in selected restaurants and merchants
• And so much more!