Support Specialist

About this role

Support answers candidates and recruiters — the account problems, the application questions, and the technical issues that need somebody to debug across a stack.

First response for candidates and recruiters across the region. Most of what you deal with is someone anxious about an application, so how you write matters more than how fast you type.

A large share of the people writing in are at an anxious point in their career and a slow or careless answer lands harder than it would elsewhere. That sets the tone for everything, including the escalation that has to be honest about how long a fix will take.

Primary responsibilities

• Answer candidate and recruiter questions across email, chat and phone
• Handle the account, application and access problems that make up most of the volume
• Escalate what needs escalating and stay with it until it is closed
• Keep the tone right — many of the people writing in are at an anxious point in their career
• Spot and report the recurring issue rather than answering it forty times

Skills required

Day to day this role works with Communication, Empathy, Ticketing and Customer Support.

• Clear, kind written English
• No prior support experience required — the product is taught
• Eligible to work in the Philippines
• Some experience in a customer support or customer-facing role
• Clear, calm written communication
• Comfort across email, chat and phone
• Judgement about when to escalate and the discipline to stay with it until closed
• The right tone for people at an anxious point in their career