TECHNICAL SUPPORT

Position Summary:

As a Customer Experience (CX) Specialist, you will be the primary point of contact for our customers, helping them make the most of our fitness smartwatch product. You will respond to inquiries, troubleshoot issues, provide guidance, and ensure our customers feel valued and supported throughout their journey. You will also have the opportunity to contribute to product and service improvements by sharing insights gathered from customer interactions.

Key Responsibilities:

• Customer Support: Respond to customer inquiries through various channels (phone, email, chat, social media) with a friendly and helpful attitude.

• Product Assistance: Guide customers on product setup, usage, and troubleshooting, providing step-by-step instructions for common tasks.
• Issue Resolution: Diagnose and resolve customer issues related to the fitness smartwatch, escalating complex cases to technical teams when necessary.
• Feedback Collection: Document and relay customer feedback to the product team to assist in the development of new features and enhancements.
• Knowledge Management: Help create and update knowledge base articles, FAQs, and other self-help resources for customers.
• Customer Education: Educate customers on fitness tracking, smartwatch features, and best practices for optimizing their health and wellness journeys.
• Data Reporting: Track and analyze customer support metrics (e.g., response time, resolution rate) to identify trends and improve the overall customer experience.
• Brand Ambassador: Represent the brand with professionalism, empathy, and product knowledge in all customer interactions.

Required Skills & Qualifications:

• Experience: 2+ years in customer service, customer support, or a related field; experience with wearable technology or fitness products 
• Technical Proficiency: Comfort with technology, particularly mobile applications and wearable devices; experience in troubleshooting technical issues is highly desirable.
• Communication Skills: Excellent written and verbal communication skills; ability to explain complex concepts in a clear, customer-friendly manner.
• Problem-Solving Abilities: Strong analytical skills with a proactive approach to solving customer issues and identifying process improvements.
• Empathy & Patience: A customer-focused mindset with a passion for helping others and creating positive experiences.
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Team Player: Ability to collaborate with cross-functional teams, including product, marketing, and engineering.

Working Conditions:

• Work setup preferred: Office
• Working Hours: 8AM to 5PM Pacific time zone M to F, must be amenable to shifting schedule

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, and we offer the worlds leading aggregator marketplace for outsourcing.

We specifically provide the conduit between Philippines outsourcing suppliers and the businesses clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.