Customer Support Specialist - Full-Time - WFH - MarTech Company
Target start date: ASAP (30-day notice accepted)
Company description: MarketFully is a MarTech group that enables efficient and effective content marketing across languages and cultures. It delivers content marketing, website localization and global social media management solutions through its brands MotionPoint, Key Content, and The Social Element. MarketFully is currently building a remote team of more than 10 people from the Philippines, across different departments.
In their customer support department, MarketFully is looking for 5 specialists to support their MotionPoint brand globally. Two people will work in the US time zone, the three others across the EU and Asia time zones.
Schedule: Full-time position of 40 hours a week, Monday to Friday.
What you'll do:
- Manage client requests and reported issues through the ticketing system, triaging each case by priority, troubleshooting as needed, and routing them to the right team for resolution.
- Document clear, detailed reproduction steps in support tickets to help MotionPoint teams investigate issues efficiently and resolve issues faster.
- Respond to client emails and phone calls, and join bridge calls with customer and partner technical teams to troubleshoot issues that span multiple organizations and systems.
- Monitor ticket progress to ensure timely resolution and keep clients informed proactively whenever timelines shift or additional follow-up is needed.
- Participate in paid on-call rotations for weekend coverage once proficient in support processes and customer interactions.
What you'll need:
- 2+ years of experience in a customer or technical support role managing high volumes of requests.
- Proficiency with internet browsers, Microsoft Office, CRM tools, and email platforms.
- Working knowledge of HTML and the Salesforce Service platform is a plus.
- Strong analytical and troubleshooting skills, with the ability to resolve customer website issues.
- Ability to translate technical concepts into clear, user-friendly language for a variety of audiences.
- Client-focused with a consultative approach to support and relationship building.
- Professionalism and autonomy with exceptional attention to detail and a strong display of empathy.
- Excellent communication skills in English, both verbal and written.
What you'll get:
- Full-time local employment with a competitive compensation package.
- Permanent work-from-home position in the Philippines, with full equipment provided.
- Strong career opportunities in a fast-paced environment.
- Friendly local manager and HR support to help you succeed and grow in your role.
- Monday to Friday schedule, HMO, vacation leave, and other benefits.
About Staffviser:
Staffviser is a people-first employer of record, giving our talents a chance to work and develop their careers within high-growth companies and startups from Europe & US, in a work-from-home setup.
We also support and empower our remote talents through friendly management, career coaching, training opportunities, and recognition programs.
Our values:
We thrive as a company with five core values that we share with our leadership team, clients, and clients remote employees:
- Visionary: We are forward-thinkers, always setting our sights on the future and envisioning innovative ways to drive progress and success.
- Integrity: We do what's right—always. Integrity is at the core of everything we do, building trust with our teams and partners through honesty and transparency.
- Synergy: Collaboration fuels our success. We work together as a team, supporting each other to create amazing results and achieve shared goals.
- Excellence: We hold ourselves to high standards and consistently deliver quality work. Excellence isn't just a goal—it's our daily practice.
- Responsibility: We take ownership of our actions, holding ourselves accountable for both the wins and the lessons. Every choice we make has an impact, and we make it count.
