Nowsta is Hiring Customer Support Specialist in the Philippines

Nowsta helps employers become better managers by giving them the tools they need to automate, simplify, and humanize the labor management process. Employees turn to Nowsta to better navigate their work life, with shift finders and reminders, and financial wellness benefit programs and their employers rely on Nowsta to streamline operations, reduce turnover, and increase workplace satisfaction. Our mission is to organize and empower the world’s hourly workforce through an all-in-one software that helps employers better manage their teams, resulting in streamlined operations, reduced turnover, and increased workplace satisfaction.

Employees on Nowsta can also access a suite of services to help them more effectively manage their job schedules and personal finances. Nowstapay is a financial wellness benefit program that allows employees to cash out earnings instantly for the work they've already completed.

Nowsta powers some of the largest workforces in sectors such as events, hospitality, staffing, and many more. Employers turn to Nowsta when they want to streamline operations, reduce turnover, and increase workplace satisfaction.

Introduction: We’re looking for a dynamic, high-performing Customer Support Specialist to join our Support team at Nowsta. The objective of this role is to take ownership of customer support issues and queries, ensuring they are addressed within the company’s defined service levels and customer satisfaction targets, by providing outstanding support that delights our customers.

The Customer Support Specialist is responsible for identifying, investigating, diagnosing and resolving customer issues and queries on the Nowsta platform from a 1st Tier perspective. Where applicable the support team coordinates with other Nowsta departments to restore and resolve customer queries.

What will you be doing? Provide excellence in customer support to Nowsta customers Become an expert on the Nowsta platform and staff management best practices and remain up to date on all the products and services that Nowsta offers. Monitor the service desk ensuring that customer issues are responded to and resolved within SLAs Understanding the business impact of customer issues or requests, gathering requirements from the customer, prioritize and triage or escalate to the appropriate internal teams and support leadership Capable of delivery support engagement via various engagement channels: IE Chat, Emails, and other methods. (We use Chat as our primary engagement channel) Identify, investigate, diagnose and manage the resolution of customer queries Monitor alerts, investigate and take appropriate action to restore service and resolve issues Compile, distribute and track support notifications to customers Ensure that standard support processes are followed

Desired Skills: 3+ years of experience working in a support team in a SaaS or PaaS product environment 3+ years experience in supporting and engaging with an international customer base 3+ years Service Desk software experience (For example Zendesk, Freshdesk, ITSM, or similar) Atlassian (Jira and Confluence) or similar knowledge is beneficial If you meet more than 50% of the job requirements above, please apply!

At Nowsta, we promote a diverse and inclusive workplace where differences are welcomed and respected, where different ideas and perspectives are expressed and listened to. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our culture enables individuals to share their uniqueness and contribute as part of a team. Nowsta is proud to be an equal opportunity employer.