Customer Support - L1 (Work From Home)

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Rate: $4/hr, and earn 40,000 PHP +/month.
Schedule: Monday - Friday with 30 min unpaid lunch and two 15 minute paid breaks.
Schedule A: 9:00 am - 5:30 pm US Pacific Time
Schedule B: 9:00 am - 5:30 pm UK Time
Schedule C: 9:00 am - 5:30 pm Tokyo Time

About the company:
We are on a mission to build a better, customer-centric web. As the leading platform for the composable web, we empower developers and businesses to create seamless, scalable, and performant digital experiences.

Join our team and help support a global community of innovators who rely on our platform to build the modern web.

Position Overview:
We’re looking for a dedicated and empathetic Customer Support - L1 team member to join our world-class support team. As an L1 Customer Support Specialist, you will be the first point of contact for our customers, helping them troubleshoot issues, answer product-related questions, and provide an exceptional support experience. This role requires a passion for helping others, strong problem-solving skills, and a desire to learn and grow in a fast-paced environment.

Responsibilities
? Customer Support:
- Serve as the primary point of contact for customer inquiries via our helpdesk.
- Assist customers with account, billing, and product-related questions including transferring sites from one customer to another, domain renewals, open source plan approvals, and renewing site SSL certificates.
- Troubleshoot and resolve basic issues related to Netlify's platform, escalating to L2 Support or Engineering teams as necessary.
? Knowledge Sharing:
- Document and share customer feedback, common questions, and troubleshooting solutions to improve our knowledge base and internal processes.
- Contribute to the growth of self-service resources to empower customers to find solutions independently.
? Customer Advocacy:
- Identify recurring customer pain points and collaborate with the Support Team to improve processes and customer satisfaction.
- Communicate clearly and empathetically with customers, ensuring a positive and professional support experience.
? Collaboration:
- Work closely with cross-functional teams, including Product, Engineering, and Customer Success, to address customer needs and contribute to overall success.

Required Qualifications
? 1+ years of experience in a customer-facing role, preferably in technical or SaaS support.
? Strong written and verbal communication skills.
? Excellent problem-solving and troubleshooting abilities.
? Ability to learn quickly and adapt to new tools, technologies, and processes.
? A customer-first mindset with a strong commitment to providing an exceptional support experience.

Preferred:
? Familiarity with web technologies (e.g., HTML, CSS, JavaScript) or experience working with
developers.
? Knowledge of platforms and tools commonly used in web development (e.g., Git, CMS platforms).
? Experience with support tools like Zendesk, or similar ticketing systems.