Technical Support Representative

Our benefits include:

• Work directly with an international client

• Performance evaluation at 6-months

• 13th month pay

• HMO (Maxicare)

• 5 Service Incentive Leaves upon reaching 1-year of service/employment

• Maternity Leave, Paternity Leave, SOLO Parent Leave, Magna Carta Leave, etc.

• Education Benefit

• Retirement Benefit

• Shuttle Service

• CO League (Swimming, jiu-jitsu, yoga, billiards, table tennis, prizes, events, training, outreach, etc.)

• 24-Hour Management & Tech Support

• Great hands-on support team and fun working environment

Position Description:

Position Title:  Technical Support Representative

Classification:  Associate

Salary Grade:  P20,000 - P25,000 Peso / month

Reports To:  Account Manager, Client

Primary Relationships:  Client Team and Customers

Date(s):  January 2021

Background:

As a Technical Support Representative you will handle inquiries by answering technical service questions by phone and email.  You will be supporting end users during troubleshooting activities as well as interacting directly with software or hardware issues in order to provide fixes. 

The ability to effectively communicate via phone and email is of the utmost importance. Your focus to complete your tasks accurately and deliver high quality service in a timely manner is a primary function of your job. Your overall goal is to ensure excellent technical support standards and maintain high customer satisfaction rates.  

Main Roles:

• Handle phone calls and provide support for various systems

• Answer questions, analyze problems, and quickly form solutions to deliver high quality service and return systems to proper operation

• Ensure customer satisfaction

Schedule:

• Must feel comfortable work US hours (graveyard shift)

Responsibilities:

• Display polite and professional communication via phone, email, and/or chat

• Manage support inquiries by clarifying customer’s requests

• Recommend potential products, service, or solutions to problems

• Read from scripts and adopt your own tone to enhance the customer experience

• Communicate clearly and effectively with end users to resolve issues and ensure customer satisfaction

• Maintain detailed records of customer interactions and activities

Requirements:

• Bachelor Degree holder in any field

• A minimum of 1-2 years as a Technical Support Representative

• Excellent English language skills (written and verbal)

• Good time management and task management skills

• Proficiency in MS Office and Google Suite

• Solid analytical and problem solving skills

• Proficient computer and technical skills

• Able to demonstrate initiative

• Attention to detail