About PressReader

PressReader is a rapidly growing technology company that partners with the world’s leading publishers to deliver content to millions of users in over 160 countries. Our progressive approach to digital distribution has allowed 7,000+ publishers such as the Financial Times, The Economist, The Washington Post, The Guardian, Newsweek, Rolling Stone, The Globe and Mail, and Vogue to find new audiences through business partnerships, including airlines, hotels, cruise ships, libraries, and thousands of other companies worldwide.

We have an opportunity for a Technical Support Analyst under the Business Development Support role for PressReader Philippines, to manage and nurture client accounts to ensure satisfaction, retention, and growth. We value diversity, equity, and inclusion as part of our work culture – professionals across any industry and with unique backgrounds are welcome to apply!

What You’ll Be Doing

As a Technical Support Analyst, you will provide exceptional technical support and customer service to B2B clients. This role involves monitoring support inquiries, assisting sales teams, and resolving technical issues related to the PressReader platform.

You will also collaborate with internal teams to enhance systems, manage CRM records, and administer PressReader accounts.

In this role, you will:

• Monitor email queues and respond to support inquiries promptly and professionally.
• Assist B2B Sales Teams with technical problems and provide solutions or workarounds.
• Provide technical support and service to international B2B customers, identifying causes and limitations of hardware and network environments.
• Escalate internal defects and follow up with Development and Integration Teams.
• Collaborate with Tier 2 support teams to escalate complex issues.
• Administer and maintain PressReader accounts (Hotspots, Corporate) in all segments using backend systems.
• Adhere to the QA processes related to account creation and maintenance to ensure secure and accurate customer support.
• Record activities and support/service cases in the CRM system as a CRM administrator.
• Collaborate with internal and remote departments to enhance IT systems and procedures.
• Offer feedback and suggestions to improve processes and systems.
• Troubleshoot authentication and remote access issues.

You’re a great fit if you have:

• Bachelor's degree in Information and Technology, Marketing, Communication or any other related field
• At least 1 year of working experience in Technical Support and Customer Service.
• Familiarity with CRM systems and IT troubleshooting.
• Strong communication skills and attention to detail. The ability to communicate technical information in an accessible manner to non-technical employees.
• Excellent problem-solving and troubleshooting skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Bonus points if you:

• Are tech-savvy
• Have a global awareness
• Have a strong interest in the technology sector

What We Offer:

• Competitive base salary
• Excellent benefits package, including: HMO (with dependents), bonuses, allowances
• Comprehensive staff development program and engagements
• Flexible schedule and hybrid work arrangement
• An amazing, innovative technology and brand that you’ll be proud to represent
• Opportunity to build local and international sales experience
• Excellent team culture that promotes diversity, equity, and inclusion
• Opportunities for career growth

Thank you for your interest in working for PressReader Ph.