Technical Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Work setup: Work from home | Night shift

Why join MicroSourcing?

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

The Support Specialist will be responsible for completing requests on specific customer accounts. The requests will primarily be completed within Marchexs Callcap and Sonar platforms, spanning call analytics and texting services.

Callcap requests will include, but not be limited to: CTN provisioning, campaign set up, campaign updates, CTN reactivation, and general account troubleshooting. Sonar requests will include, but not be limited to: new account and user set-up, 10DLC number registration, and general account troubleshooting.

These requests will be sent to the Support Specialist through Salesforce CRM platform in the form of a support case, where the Support Specialist will be expected to monitor support case queue throughout the day and will respond to cases within specified SLAs.

The Support Specialist must have a mix of data skills – specifically Excel and/or SQL and a willingness to jump in and learn new things / figure new things out



At Marchex, customer success and satisfaction are the highest priority. The Marchex Customer Success Team forms the front line in providing service excellence in the delivery of call and conversation analytics solutions for current customers. The Account Coordinator serves as the primary operational point of contact for the

customer. As such, the Account Coordinator takes ownership of service and support requests, working with both the customer and other Marchex departments to ensure resolution accurately, on-time and in-line with customer expectations.

Outline of Duties and Responsibilities

Customer Relationship Management = 45%

Work directly with and keep the Tier 1 Support Manager informed on all customer/account activity, escalating issues as needed.

Address and respond to customer questions and issues – troubleshoot and work with various internal teams such as Telecom/Client Services, Finance, Product or Operations to ensure timely resolution.

Assist in the execution of customer projects (porting, introduction of new features/products, bulk orders/changes, etc.).

Respond to Marchex platform user inquiries regarding provisioning and reporting, user set-up and Org administration.

Participate in weekly update meetings with Tier 1 Support Manager to communicate account activity, project updates and outstanding issues.

Application Training and Support for Clients = 20%

Please Note: This document is a summary of the primary duties and responsibilities of the identified role as it pertains to Marchex.

Employees must maintain a high degree of flexibility in our rapidly changing environment, and as such, it should be noted that from time to time, they may be required to perform additional duties beyond the scope described within.

Create and present Marchex UI group training for customers.

Demonstrate specific UI and product enhancements to existing customer base via web conference.

Full-Service Product Provisioning = 20%

Perform and process full-service orders, renewals, updates to existing call tracking numbers, add call

features, number moves, campaign updates, add integrations, etc.

Create custom reports for internal or external customers such as those that UI is unable to generate.

Reporting = 15%

Create feasibility assessments for custom reporting requests made by customers.

Create, manage and deploy various monthly/weekly internal and external reports.

Run SQL reporting for internal or external customers; for example: historical data, minute usage, DNI campaign data etc.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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