The Customer Support Ambassador III role provides advanced technical and functional support for the company software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.
- Provide advanced technical and functional support for the company's solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
- Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
- Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
- Stay current on the company's product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.
- Report to the Customer Support Performance Coach or Senior Customer Support leadership.
- Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.
- Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
- Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.
Benefits
- Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
- Health Insurance
- Standard Leave (Emergency, Sick, and Vacation)