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Triage Specialist (Customer Support Specialist - SaaS) - WFH

Remote: 
Full Remote
Contract: 
Experience: 
Entry-level / graduate
Work from: 

Offer summary

Key responsabilities:

  • Serve as the first point of contact for clients.
  • Collect detailed information about reported issues.
  • Route tickets to appropriate teams based on skill-set and urgency.
  • Maintain clear communication with clients and internal teams.
  • Monitor ticket queues and prioritize based on urgency.
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Penbrothers SME http://www.penbrothers.com/
201 - 500 Employees
See more Penbrothers offers

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.


About the Client

We offer the world’s most intuitive, trusted, and powerful expense management and AP automation solution. Designed to meet the demands of today’s and tomorrow’s workforce, our technology empowers employees and keeps spending in compliance.

Our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFOs give their employees a simple and amazing experience while ensuring compliance.


About the Role

The Triage Specialist (Customer Support Specialist - SaaS) will serve as the first point of contact for clients reporting issues or seeking assistance. They will be tasked with collecting detailed information about reported issues, routing tickets to the appropriate teams or support agents, and maintaining clear and effective communication with clients and internal teams to ensure smooth ticket routing and resolution.


What you’ll do

  • Serve as the first point of contact for clients reporting issues or seeking assistance via active support channels which may include email, web form, telephone and/or live chat
  • Collect detailed information about reported issues and ensure all relevant details are obtained
  • Route tickets to the appropriate teams or individuals based upon required skill-set, issue urgency, and available resources
  • Maintain clear and effective communication with both clients and internal teams to ensure smooth ticket routing and resolution
  • Collaborate with other support agents to ensure seamless handover of tickets and information
  • Monitor ticket queues and prioritize based on urgency and impact
  • Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
  • Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility
  • Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness

Required profile

Experience

Level of experience: Entry-level / graduate
Industry :
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Collaboration
  • Time Management
  • Problem Solving
  • Non-Verbal Communication
  • Detail Oriented
  • Verbal Communication Skills

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