Technical Support Representatives
- Full Time
- Calabarzon & Mimaropa- Laguna (Sta.Rosa City)
- PHP 22000 - 23000 /Monthly
Work Address : BTS Facility SRE 2a Commercial Santa Rosa – Tagaytay National Road Brgy. Don Jose Santa Rosa City in Laguna, near Nuvali and Paseo de Sta. Rosa (nearest landmark is Vista Mall).
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.
- 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.
- 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.
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