• Respond to customer queries via phone, email, or chat in a timely and accurate manner.
• Identify the customer needs and assist with the use of specific features and functionalities.
• Provide clear and concise communication with customers, internal teams, Live Sentinel
• Guard leadership, and upper management.
• Perform troubleshooting and provide technical support for system issues experienced by customers and partners.
• Handle complex billing issues with accuracy and efficiency.
• Assist customers with system account management (e.g., updating email addresses, phone numbers, and profile information).
• Take the lead on investigative requests, analyzing gathered data, and compiling comprehensive reports delivered via email or phone.
• Offer elevated, white glove service to VIP clients and partners.
• Handle escalated customer cases with de-escalation techniques and a focus on resolution.
• Follow up with customers to ensure their issues are resolved and satisfaction is restored.
• Proactively reach out to customers who have provided low satisfaction scores, negative feedback, or who are identified as at risk.
• Collaborate with the team by sharing feature requests, workarounds, and customer feedback with management.
• Assist with analyzing and reporting product malfunctions, following documented processes, and escalate issues as needed.
• Fill out necessary forms and process replacement requests when needed.
• Lead or contribute to ad-hoc projects as assigned by management.
  
  

• College Graduate of any 4-year course
• Minimum of 1-2 years of experience troubleshooting technical firmware or software-related issues.
• Minimum 3 to 5 years’ experience in handling escalated phone calls, with a proven ability to manage high-pressure situations.
• Strong written and verbal communication skills.
• Experience in the security or monitoring industry is a plus.
• Ability to manage multiple tasks efficiently and prioritize effectively.
• Familiarity with Deep Sentinel’s products and services (preferred but not required).
• Project Management experience is preferred, but not required.
• Patience, professionalism, and a customer-first mindset when dealing with difficult situations.
• Ability to work both independently and as part of a collaborative team.
  
  

• Primarily work from home, hybrid set up for townhalls and company events.
• Shifting schedule, Will follow PST time zone
• Earn up to PHP 65,000 monthly gross salary
  
  

Please refer to job description.