TSR’s will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solution, Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibilities

• Interact with customers to provide and process information in response to technical inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Demonstrate specialized knowledge in more difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedure.
• Responsible for assisting with troubleshooting, problem solving, process development and, when required, guidance on all client-related inquiries.
• Perform other duties as assigned.

Requirements

• High school/Vocational Diploma/Bachelor’s or College Degree in any field or equivalent experience.
• At least 1 year prior Call Center/BPO experience in customer service line of business is required.
• At least 8 months technical support experience is a must. Telecommunications vertical experience is preferred.
• Ability to multitask. Should have the patience and the ability to handle pressure. Good problem-solving skills.  Perform logical troubleshooting. Document troubleshooting steps and confirm resolution of reported trouble.
• Good English written and oral communication skills. Excellent customer service skills. Ability to read and comprehend written English. Ability to write in a professional manner (for documentation purposes). Ability to handle difficult or agitated customers. Ability to convey genuine empathy. Active Listening. Ability to respond to customer comments and/or inquiries in a manner that makes it clear that the situation/concern is understood. Can type 25wpm net.
• Willing to work on shifting schedules, holidays and weekends.
• Willing to work in Sta. Rosa City, Laguna.

Performance bonus Productivity pay HMO - Medical Coverage Group life and disability insurance Allowances Leave credits Leave conversions Quarterly sick leave bonus Free shuttle services * Referral Programs * Career growth, trainings and internships Work life balance Excellent payroll system and on-time payout Open door policy *Terms and conditions apply