SaaS Customer Support Representative
Cebu
Customer Support /
Permanent - Full Time /
On-site
Who are we?
MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.
Read more about us here
The Role
- The key purpose of this role is to provide exceptional support to MyPass Global’s Customer base and their workforce and to resolve their queries, concerns and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.
Day to Day:
- Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements.
- Performs daily ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.
- Resolve customer issues and complaints in a diplomatic and effective manner and in accordance with our service level agreements and policies and procedures.
- Appropriate to the Severity Level of a ticket, the CSR must apply time management and prioritisation according to the Prompt Response SLA.
- Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer.
- Accurately record all customer interactions in the CRM in accordance with standard operating procedures.
- Maintain a thorough understanding and knowledge of the MyPass Global platform and services.
- Meet or exceed performance goals and customer satisfaction targets.
Our Ideal MyPasser:
- Must have a minimum of two (2) years experience in a SaaS/software customer support role
- Must demonstrate a good command of oral and written English
- Must display strong analytical and problem-solving skills
- Must be of good psychological well-being and demeanor
- A graduate of Information Technology and any other related degrees is an advantage
- Must be willing to report to work onsite at our office in Cebu IT Park
Development Objectives
- 0-3 Months
- Build internal relationships with your support team mates, onboarding and key account officers.
- Develop an intimate understanding of the product and range of use cases.
- Become proficient in the tools and systems required to perform the role to the expected level.
- 3-6 Months
- Participate in cross-skilling exercises to broaden your understanding of the product and services of MyPass Global
- Start to review and participate in complex ticket resolution processes.
- 6 – 12 Months
- Participate in upskilling exercises to broaden your professional skills
- Attain a proficient level in resolving Simplex Tickets.
- Helps and supports a new hire CSR as a learner mentor.
- Provides input and ideas for process improvements.
- Becomes proficient in solving simplex tickets and achieves a consistent Outstanding Overall performance rating.
Measures of Success
- 70% Quantitative ( KPI-based)
- Support SLA - 30% weight
- CSAT - 25% weight
- SOLV - 20% weight
- QA - 25% weight
- 30% Qualitative (Values Based)
- Treat People Well - 25% weight
- Challenge the Norm - 25% weight
- Walk the Walk - 25% weight
- Bring Out the Best - 25% weight
Life at MyPass:
* Accessible and friendly office in Cebu IT Park
* Celebrate You - Anniversary gifts as early as your first work anniversary!
* Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.
* Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
* Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
* Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
* Be Comfortable - Casual Friday every day!
* We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
* Generous Employee Referral Program - Rewards for referring top talent
Feel valuable
We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.
MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.
Our company values:
Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.
