Technical Support Representative (PURE DAYSHIFT)

About the Role

You will also be responsible for creating and managing support tickets, documenting concerns in CRM systems, and assisting customers with warranty-related inquiries and claims.

• Handle inbound calls, email, and chat support to assist customers with technical concerns and product-related issues.
• Provide step-by-step troubleshooting guidance for home electronics and appliances.
• Help customers resolve technical problems associated with products or services efficiently and professionally.
• Actively listen to customers to understand their issues, concerns, and needs.
• Gather relevant information to provide accurate recommendations and solutions.
• Explain technical concepts and troubleshooting instructions in simple, easy-to-understand terms.
• Create, update, and manage support tickets in the ticketing system and CRM for proper issue tracking and timely resolution.
• Handle warranty-related concerns, including checking eligibility, processing claims, and guiding customers through warranty procedures.
• Educate customers on product features, usage, and maintenance to minimize future technical challenges.
• Conduct follow-ups to ensure customer issues are fully resolved.
• Maintain accurate customer records by updating account and case information.
• Ensure compliance with company policies and service agreements.

• At least 1 year of experience as a Technical Support Representative in a BPO or call center environment.
• Experience in a blended account handling Voice, Email, and Chat Support.
• Experience in creating and managing tickets using CRM or ticketing systems.
• Must have B2C customer support experience.
• Experience in handling warranty services or claims is a plus.
• Experience in supporting home electronics or home appliances is an advantage.
• Familiarity with brands such as Samsung, Sony, LG, or similar electronics products is highly preferred.
• Excellent English communication skills, both written and verbal.
• Strong troubleshooting, problem-solving, and customer service skills.
• Amenable to work on a day shift schedule.
• Willing to work onsite in Ortigas Center, Pasig.