L2 Customer Support Specialist

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Genfinity Philippines, Inc.

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HIM Outsourcing Consulting • Talent Development • Regulatory Governance • HIM Program Design/Implementation • Business / Transition Plan Preparation

501 - 1000

Description

• Respond to customer queries via phone, email, or chat in a timely and accurate manner. • Identify customer needs and assist with the use of specific features and functionalities. • Provide clear and concise communication with customers, internal teams, Live Sentinel Guard leadership, and upper management. • Perform troubleshooting and provide technical support for system issues experienced by customers and partners. • Handle complex billing issues with accuracy and efficiency. • Assist customers with system account management (e.g., updating email addresses, phone numbers, and profile information). • Take the lead on investigative requests, analyzing gathered data, and compiling comprehensive reports delivered via email or phone. • Offer elevated, white glove service to VIP clients and partners. • Handle escalated customer cases with de-escalation techniques and a focus on resolution. • Follow up with customers to ensure their issues are resolved and satisfaction is restored. • Proactively reach out to customers who have provided low satisfaction scores, negative feedback, or who are identified as at risk. • Collaborate with the team by sharing feature requests, workarounds, and customer feedback with management. • Assist with analyzing and reporting product malfunctions, following documented processes, and escalate issues as needed. • Fill out necessary forms and process replacement requests when needed. • Lead or contribute to ad-hoc projects as assigned by management.

Requirements

• College Graduate of any 4-year course. • Minimum of 1-2 years of experience troubleshooting technical firmware or software-related issues. • Minimum 3 to 5 years’ experience in handling escalated phone calls, with a proven ability to manage high-pressure situations. • Strong written and verbal communication skills. • Experience in the security or monitoring industry is a plus. • Ability to manage multiple tasks efficiently and prioritize effectively. • Familiarity with Deep Sentinel’s products and services (preferred but not required). • Project Management experience is preferred, but not required. • Patience, professionalism, and a customer-first mindset when dealing with difficult situations. • Ability to work both independently and as part of a collaborative team.