Job Details
- Type of Work:
Part-time
- Work Setup:
Remote
- Schedule:
20 hrs/week
Job Description
Scale Up Philippines is partnering with an exciting, multi-award-winning technology company specialising in mobile apps, websites, SEO, and content services. In just 13 years, this company has grown into one of the UK’s most recognised technology companies, working with more than 200 resellers worldwide.
We are looking for a knowledgeable, customer-focused Technical Support Specialist to join their remote team. This role is dedicated to supporting customers with website and mobile app queries, issues, and guidance. You will provide clear, professional assistance through email, telephone, and Zoom, helping customers get the most from their digital products while ensuring issues are accurately investigated, resolved, or escalated.
Key Responsibilities:
- Provide exceptional technical support to customers via email, telephone, and Zoom.
- Diagnose, troubleshoot, and resolve website and mobile app issues efficiently and professionally.
- Assist customers with website content updates, platform navigation, basic functionality queries, and account-related support.
- Support customers using website platforms such as Duda and GoodBarber.
- Clearly explain technical issues, solutions, and next steps to non-technical customers.
- Log, prioritise, track, and follow up on support requests to ensure timely resolution.
- Escalate complex technical issues to internal teams or external developers, providing clear and detailed information.
- Liaise with developers and other colleagues to investigate bugs, site errors, app issues, and functionality requests.
- Conduct customer support calls and Zoom sessions where needed to demonstrate solutions or gather further information.
- Maintain accurate records of common issues, resolutions, and customer communications.
- Help develop and improve support documentation, FAQs, and internal knowledge resources.
- Identify recurring customer issues and suggest improvements to products, processes, and customer guidance.
- Maintain a high standard of communication, professionalism, and customer care at all times.
- Stay up to date with relevant website, app, platform, and technology developments.
Required Experience:
- Previous experience in a technical support, customer support, website support, or IT helpdesk role.
- Experience supporting customers remotely through email, telephone, and video calls.
- Strong understanding of websites, website functionality, and common technical issues.
- Experience with one or more website platforms, such as WordPress, Drupal, or Duda. Duda experience would be a significant advantage.
- Familiarity with HTML and CSS for basic troubleshooting and website support.
- Understanding of domains, DNS, hosting, email configuration, and website publishing processes is desirable.
- Experience supporting mobile apps or web applications would be beneficial.
- Ability to work with developers and communicate technical issues clearly.
- IT degree, relevant technical qualification, or equivalent practical experience.
Required Skills:
- Excellent written and verbal communication skills.
- A customer-first mindset, with a patient, friendly, and professional approach.
- Strong problem-solving and troubleshooting abilities.
- Ability to explain technical concepts clearly to customers with varying levels of technical knowledge.
- Confident in conducting support calls and Zoom sessions.
- Excellent organisation, prioritisation, and time-management skills.
- Ability to manage multiple support requests while maintaining accuracy and attention to detail.
- Needs to have 3+ years of relevant experience to ensure they can work with a degree of autonomy. Comfortable working independently in a fully remote environment.
- Proactive, reliable, and able to take ownership of customer issues through to resolution.
- Strong attention to detail and commitment to delivering a high-quality customer experience.
Why Join Scale Up Philippines?
At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.
If you’re passionate about this position and ready to grow your career with a global team, we’d love to hear from you!
