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Customer Support Manager at RALLYWARE INC

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

0.0

Posted On

03 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

T1 Support, T2 Support, Email Support, Help Desk Software, Triage, Tracking, Troubleshooting, Escalation, Technical Interaction, QA Interaction, Customer Experience, English Writing, Computer Literacy, Problem-solving, Multi-tasking, Time Management

Industry

Software Development

Description

Responsibilities Provide T1, T2 support via email and help desk software Help Scout and Intercom; Make sure that every request is triaged, tracked, and resolved, and that customers are kept updated throughout the process promptly; Apply first-level troubleshooting and document, escalate issues for further resolution if necessary; Interact with technical and QA teams; Ensure consistent, high-quality customer experience across all touchpoints; Working hours: 07:30 AM – 04:30 PM PHT (Time Zone: PHT (Philippine Time / GMT+8)) Qualifications Minimum 0,5 years of previous experience in Customer support; Upper-intermediate/Advanced English writing skills; Great computer literacy (MS Ofice: Word, Excel; Google Sheets); Familiarity with Help Scout, JIRA, Confluence, GitHub; Customer oriented and responsible attitude; Excellent customer service and organisational skills; Advanced problem-solving and multi-tasking skills; Ability to prioritize, and manage time effectively; Attention to details; Analytical skills; Teamwork skills; Desire to learn and develop in a fast-paced work environment. We offer People-oriented management without bureaucracy; Friendly and engaging professional team.

Responsibilities

The role involves providing T1 and T2 support via email and help desk software, ensuring all customer requests are promptly triaged, tracked, resolved, and customers are kept updated. This includes applying first-level troubleshooting and escalating issues when necessary while interacting with technical and QA teams.