Support Specialist for a Shared Team

Job Description

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost effective outsourcing solutions.

Different brands use Aidey’s diverse services which include Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, ecommerce, hospitality, and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Position:

We’re looking for a motivated, independent, can multitask, and with a strong work ethic Support Specialist for a Shared Team. The successful candidate will be part of a shared team that will support a few clients simultaneously by phone, email, and chat.

• Provide customer support by phone, email, and chat in a timely manner.

• Analyze, triage, and troubleshoot cases that need technical help and ensure that proper troubleshooting steps are done prior to escalation to the right department.

• Be proactive and take initiative in improving work processes.

Requirements

• Excellent English communication skills: verbal, writing, and reading – MUST

• A proven experience in customer support or technical support roles for at least 2 years – MUST

• Experience in supporting point-of-sale systems or property management systems for the hospitality industry – ADVANTAGE

• Experience supporting eCommerce companies that use platforms such as Shopify, WooCommerce, or ShipStation — ADVANTAGE

• Proven knowledge and experience with leading Help Desk software such as Zendesk, Freshdesk, Zoho, and Intercom – ADVANTAGE

• Able to learn quickly and multitask as we are supporting a few clients/accounts simultaneously

• Flexible to work on a shifting schedule - night shifts, overtime, and swing shifts as the team is covering 24/7 support

• Professional work environment: good quality computer, headsets, and a stable internet connection.

Benefits

• Fully remote, long-term opportunity
• Great entry point into recruitment and talent acquisition
• Hands-on training and mentorship provided
• Fast-paced environment with clear growth potential
• Opportunity to develop sourcing, research, and communication skills