Tarlac - Technical Support Representative III
Work Setup: Onsite at The Hideout, Clark, Pampanga.
What does a day in the life of a Technical Support Representative look like?- Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service
- Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
- Communicate technical solutions to non-technical customers in a clear and concise manner
- Report system issues to leadership
- Document customer interactions and technical issues in a customer relationship management (CRM) system
- Provide feedback on product improvements and enhancements based on customer feedback and technical issues
- Create and update knowledge based articles, FAQs, and troubleshooting guides to help customers and junior support staff
- Manage escalations from junior support teams and ensuring that issues are resolved effectively and efficiently
- Serve as a mentor to other team members when needed
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed to resolve customer issues
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Perform other duties as assigned
- 3 years experience in a technical support role or equivalent, preferably in a call center environment
- Strong communication skills, both verbal and written
- Advanced technical troubleshooting skills in hardware, software, and/or network systems
- Proficiency in using computer applications and software
- Experience using a CRM preferred, but not required
- Previous experience as a mentor preferred
- Competitive compensation
- Beautiful facility & Free Meals for onsite positions
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Opportunities for skills training and personal and professional development
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/5Kx3p83XBOWTr_0ZJwpWz
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
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