📍 Job Overview

• Job Title: AU Customer Technical Support (Onsite)
• Company: PeoplePartners Inc
• Location: Eastwood, Quezon City, Philippines
• Job Type: On-site
• Category: Customer Support / Technical Support
• Date Posted: June 23, 2025
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities:
  • Serve as the primary point of contact for clients using the platform, providing technical support and troubleshooting assistance.
  • Build and maintain strong client relationships, ensuring high levels of customer satisfaction and retention.
  • Analyze platform usage data to identify underutilized accounts and drive client engagement.
  • Collaborate with cross-functional teams to gather feedback, resolve issues, and recommend platform improvements.
  • Support the service desk by triaging tickets, escalating when necessary, and keeping clients informed.

💻 Primary Responsibilities

• Technical Support:

  • Troubleshoot and resolve technical issues reported by clients using the platform.
  • Provide guidance and assistance to clients, helping them unlock the full potential of the software.
  • Collaborate with the development team to identify and report bugs, and provide feedback on platform enhancements.

• Client Relationship Management:

  • Build and maintain strong relationships with clients, understanding their needs and ensuring they see real value from the platform.
  • Lead meetings and gather feedback to improve the client experience and drive platform adoption.

• Data Analysis:

  • Analyze platform usage data to identify underutilized accounts and develop strategies to increase client engagement.
  • Monitor key performance indicators (KPIs) to assess client health and identify areas for improvement.

• Cross-Functional Collaboration:

  • Work closely with various teams, including product, development, and marketing, to gather feedback, resolve issues, and recommend improvements.
  • Contribute to platform enhancements, bug testing, and client communication initiatives.

🎓 Skills & Qualifications

Education: Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience: Proven track record of 2+ years in customer success, SaaS support, or account management roles, with a strong focus on client satisfaction and problem-solving.

Required Skills:

• Excellent communication skills, both written and verbal, with a strong emphasis on empathy and active listening.
• Strong problem-solving skills and a natural curiosity for understanding client needs.
• Proficiency in using customer support tools such as Zendesk, Zoom, and Microsoft Teams.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Comfortable interpreting data to drive client engagement and platform adoption.

Preferred Skills:

• Experience working on implementation transitions or platform training.
• Familiarity with customer success best practices and metrics.
• Knowledge of the software industry and trends.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A strong portfolio demonstrating your ability to build and maintain client relationships, with a focus on customer success and problem-solving.
• Case studies showcasing your experience in driving client engagement and platform adoption through data analysis and strategic planning.
• Examples of your ability to collaborate effectively with cross-functional teams to gather feedback, resolve issues, and recommend improvements.

Technical Documentation:

• Detailed documentation of your approach to customer success, including strategies for building client relationships, analyzing platform usage data, and driving client engagement.
• Case studies demonstrating your ability to identify and resolve technical issues, with a focus on troubleshooting and problem-solving.
• Examples of your contributions to platform enhancements, bug testing, and client communication initiatives.

💵 Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (based on experience and performance)

Benefits:

• Company-provided equipment
• Secondary Wi-Fi Modem
• 21 Leave Credits Annually - Leave benefits begin on Day 1
• 100% conversion of UNUSED leave credits
• HMO on Day 1
• 13th Month Pay
• Grab Voucher every month
• Birthday Gift
• Loyalty Gift
• Christmas Gift
• Work-Life Balance
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.

Working Hours: Monday to Friday, Day-Shift (8:00 AM - 5:00 PM)

🎯 Team & Company Context

Company Culture:

• Industry: Business Process Outsourcing (BPO) and Customer Support
• Company Size: Medium (500-1,000 employees)
• Founded: 2006
• Team Structure: The team consists of customer support specialists, team leads, and managers, working together to provide exceptional client support and drive platform adoption.
• Development Methodology: Agile, with a focus on continuous improvement and client-centricity.

Career & Growth Analysis:

• Role Level: Mid-level Customer Support Specialist
• Reporting Structure: Reports directly to the Customer Support Manager, collaborating with cross-functional teams to gather feedback, resolve issues, and recommend improvements.
• Technical Impact: Directly impacts client satisfaction, platform adoption, and overall client health through effective troubleshooting, data analysis, and strategic planning.

Growth Opportunities:

• Growth Opportunity 1: Progression to Senior Customer Support Specialist or Team Lead role, with increased responsibility for mentoring junior team members and driving team performance.
• Growth Opportunity 2: Transition to a related role within the company, such as Quality Assurance or Process Improvement, leveraging your experience in data analysis and problem-solving.
• Growth Opportunity 3: Opportunities for professional development and certification in customer success best practices and industry trends.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and productivity.

Office Location(s): Eastwood, Quezon City, Philippines

Workspace Context:

• Workspace Aspect 1: Open floor plan with dedicated workspaces for each team member, fostering collaboration and communication.
• Workspace Aspect 2: Access to company-provided equipment and tools, including laptops, monitors, and software licenses.
• Workspace Aspect 3: Regular team-building activities and events, both on-site and virtual, to encourage camaraderie and team spirit.

Work Schedule: Monday to Friday, Day-Shift (8:00 AM - 5:00 PM), with flexibility for occasional overtime or on-call rotations as needed.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to discuss your application, experience, and fit for the role.
2. Technical Assessment: A hands-on assessment of your troubleshooting and problem-solving skills, using a simulated client support scenario.
3. Behavioral Interview: A structured interview focusing on your approach to customer success, data analysis, and cross-functional collaboration.
4. Final Interview: A meeting with the hiring manager to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

• Highlight your ability to build and maintain client relationships, with a focus on customer success and problem-solving.
• Showcase your experience in data analysis and strategic planning, using case studies and examples to illustrate your approach.
• Demonstrate your ability to collaborate effectively with cross-functional teams, providing examples of your contributions to platform enhancements, bug testing, and client communication initiatives.

Technical Challenge Preparation:

• Familiarize yourself with the company's customer support tools, including Zendesk, Zoom, and Microsoft Teams.
• Brush up on your troubleshooting and problem-solving skills, using relevant resources and practice scenarios to prepare for the technical assessment.
• Research the company's industry and competitors, demonstrating your understanding of the broader market landscape and trends.

ATS Keywords: Customer Success, SaaS Support, Account Management, Communication, Problem Solving, Data Interpretation, Empathy, Organization, Collaboration, Client Engagement, Platform Support, Feedback Gathering, Issue Resolution, Platform Training, Bug Testing, Client Communication, Agile, Cross-Functional Collaboration, Customer Support, Technical Support, Troubleshooting, Data Analysis, Strategic Planning

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Zendesk (ticketing system)
• Zoom (video conferencing)
• Microsoft Teams (collaboration and communication)

Data Analysis Tools:

• Google Analytics (web analytics)
• Tableau or Power BI (data visualization)
• Excel or Google Sheets (spreadsheet software)

Office Suite:

• Microsoft Office (word processing, spreadsheets, presentations)
• Google Workspace (Gmail, Google Docs, Google Sheets, Google Slides)

👥 Team Culture & Values

Customer Support Values:

• Value 1: Client-centricity - Always put the client first, understanding their needs and ensuring they see real value from the platform.
• Value 2: Empathy - Approach client interactions with genuine care and understanding, actively listening to their concerns and providing tailored solutions.
• Value 3: Continuous improvement - Regularly seek feedback, analyze data, and make data-driven decisions to improve the client experience and drive platform adoption.
• Value 4: Collaboration - Work closely with cross-functional teams to gather feedback, resolve issues, and recommend improvements, fostering a culture of teamwork and shared success.

Collaboration Style:

• Collaboration Approach 1: Regular team meetings and stand-ups to discuss client feedback, troubleshooting strategies, and platform enhancements.
• Collaboration Approach 2: Cross-functional collaboration with product, development, and marketing teams to gather feedback, resolve issues, and recommend improvements.
• Collaboration Approach 3: Active participation in company-wide initiatives and events, fostering a culture of teamwork and shared success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Challenge 1: Troubleshooting and resolving complex technical issues, requiring a strong understanding of the platform and its features.
• Challenge 2: Analyzing large datasets to identify trends and patterns, driving client engagement and platform adoption.
• Challenge 3: Collaborating effectively with cross-functional teams, balancing the needs of clients, stakeholders, and team members.
• Challenge 4: Staying up-to-date with industry trends and best practices, continuously improving your skills and knowledge in customer success and support.

Learning & Development Opportunities:

• Learning Opportunity 1: Attend industry conferences and events, staying current with customer success best practices and trends.
• Learning Opportunity 2: Pursue relevant certifications and training programs, such as those offered by Zendesk, Salesforce, or HubSpot.
• Learning Opportunity 3: Seek mentorship and guidance from experienced team members, leveraging their expertise to drive your professional development.

💡 Interview Preparation

Technical Questions:

• Question 1: Describe your approach to troubleshooting and problem-solving, using a real-life example from your previous experience.
• Question 2: How do you analyze platform usage data to identify underutilized accounts and drive client engagement? Walk us through your process.
• Question 3: Can you share an example of a time when you had to collaborate with a cross-functional team to gather feedback, resolve an issue, or recommend an improvement? What was the outcome?

Company & Culture Questions:

• Question 4: How do you ensure that clients see real value from the platform, and how would you approach a client who is struggling with engagement or adoption?
• Question 5: Can you describe a time when you had to balance the needs of multiple stakeholders, and how did you ensure that you were addressing their concerns effectively?
• Question 6: How do you stay up-to-date with industry trends and best practices in customer success and support? Can you share an example of a recent learning or insight that has influenced your approach?

Portfolio Presentation Strategy:

• Strategy 1: Highlight your ability to build and maintain client relationships, with a focus on customer success and problem-solving.
• Strategy 2: Showcase your experience in data analysis and strategic planning, using case studies and examples to illustrate your approach.
• Strategy 3: Demonstrate your ability to collaborate effectively with cross-functional teams, providing examples of your contributions to platform enhancements, bug testing, and client communication initiatives.

📌 Application Steps

To apply for this AU Customer Technical Support (Onsite) position:

1. Submit your application through the application link.
2. Customize your resume and portfolio to highlight your relevant experience in customer success, SaaS support, or account management, with a focus on customer satisfaction, problem-solving, and data analysis.
3. Prepare for the technical assessment by familiarizing yourself with the company's customer support tools and brushing up on your troubleshooting and problem-solving skills.
4. Research the company's industry and competitors, demonstrating your understanding of the broader market landscape and trends in your application and interview responses.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.