Job Openings Technical Support Representative

About the job 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:  P20000 - P25000 Peso / month

Reports To:  Account Manager, Client

Primary Relationships:  Client Team

Date(s):  February 2021


Background:

One of our clients in California is looking for Technical Support Representatives who go above beyond the call of duty to make sure they deliver excellent technical experience. Not only for our user base of over 200,000 customers, but for the our entire internal team as well

Main Roles:

  • Provide accurate, valid and complete information by using the right methods

  • Take and resolve technical customer service requests via different forms of communication.

  • Foster a culture of positivity, enthusiasm, teamwork, and care for clients and co-workers.

  • Use critical thinking skills to propose proper and thorough solution for every client’s concern

  • Be timely, accurate, empathetic, responsive, and sensitive to clients’ concerns and questions, and requests.

  • Coordinate communication with other departments for follow-through on technology-related issues or order preparations

  • Assist in client escalations, taking calls, and responding to emails as needed.

  • Measure key performance indicators ensuring service levels are met, high quality, and productivity is maintained and exceed customer service goals.

  • Administer customer service technologies.

  • Continually look for ways to ensure your clients and team, feel fulfilled, appreciated and excited to work with you and our company.

Schedule:

  • Must feel comfortable work US hours (graveyard shift)

Requirements:

  • Fluent in English Spoken, Written, and reading comprehension.

  • 5+ years of relevant experience in a fast-paced in-person and/or online customer service environment. Including Voice, Chat, Email.

  • Comfortable with written language -not only in crafting responses but also accurately interpreting the true request of clients.

  • Dynamic and reliable team members ready to take on anything that comes at them and inspire their team and inspire their team to do the same.

  • A creative problem solver that proactively looks for new solutions with the big picture of the overall company initiatives in mind.

  • Basic knowledge of the Real Estate and/or Mortgage Lending industries is a plus.

  • Able to manage confrontational and escalated customer issues in a controlled and courteous manner.

  • Strong training, organizational, and project management skills.

  • Flexible and resilient, comfortable with ambiguity, adaptable to a fast-changing environment.

  • Extremely Comfortable with technology; wants to learn more, multitasks with ease.

  • Proven ability to embrace and manage change in an ever-changing environment.

  • Ability to remain calm and respond in a friendly manner under pressure.

  • Must have a valid driver’s license and personal transportation.

  • Ability to learn internal systems quickly and efficiently.

  • Empathy for users who are not a tech-savvy.

  • Critical thinker, who looks outside the box.

  • Experience with ZenDesk

  • Attention to detail