Customer Support Specialist

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Specialist, under the guidance of the Customer Support Manager. You will be responsible for providing guidance on complex and advanced support issues and are the main points of contact for strategic products, partners, and customers. They empower our front line support team with innovative solutions and effective collaboration with cross functional teams. 

Day in the Life: 

• Review frontline support tickets, providing guidance and feedback on effective troubleshooting
• Triage, submit, and escalate potential product bugs to appropriate teams for resolution
• Actively shepherd bug resolution including monitoring the scope of impact and following up with owners to ensure timeliness.
• Support Alpha, Beta, and recently released products
• Work closely with the Product Specialist and Engineering Teams to build and document solutions 
• Be the main Support Point of Contact for identified Enterprise accounts
• Make recommendations to improve the customer experience during the general release of the product.
• Build and conduct training sessions to prepare for general release
• Develop effective and scalable processes to best support the product
• Collaborate with their respective Team Leader and QA in providing guidance and developing Tier 1 Support team members

Who You Are:

• At least 1 year in a Level 1 Support Role in a SaaS or Technical Support environment
• Flexible with working hours to collaborate with team members across various hubs/geos
• Comfortable with ambiguity while at the same time building and developing processes 
• Comfortable working with engineering and products teams to identify and solve problems that might be brand new
• Great people skills and ability to communicate all kinds of feedback, whether it’s an improvement needed with the product or helping other team members learn and follow processes
• Knowledgeable with spreadsheets - excel, gSheets. Pulling and developing reports from various data sources
• Hunger to grow within the role and help shape the Support department at Workstream
• A roll-up-your-sleeves attitude; you dig deep and find answers; you aren't afraid to take action
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results.
• Must be willing to attend occasional in-person meetings in Metro Manila

Know More About Workstream

• https://www.workstream.us/blog/funding-series-b
• https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/
• https://techbuzz.news/buzzworthy-august-27-2021/

Additional Information 

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

We are committed to the full inclusion of all qualified individuals.