TECHNICAL SUPPORT REPRESENTATIVE - PIONEER ACCOUNT (BGC, TAGUIG)

• This individual will provide customers with the highest level of support including technical troubleshooting, account maintenance ,provide customer education and triage issues to Level-2 and Customer Care team.
• The ideal candidate must be able to understand basic troubleshooting methodologies for a consumer technology product with excellent focus on customer service.
• They must have the ability to monitor, follow up and take complete ownership of customer issues.

• Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality.
• Our ideal hire is motivated by what we’re doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers.

Roles & Responsibilities:

• Handle customer issues via phone calls for a technology product in home network
• Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
• Provide active updates to the customer until the issue has been resolved
• Triage issues to Level-2 and Customer Care team in other global locations
• Accurately document cases in-line with process requirements
• Draft and send email follow-ups to the customer about cases that are being handled
• Maintain a positive attitude and calmly resolve issues customers face with the product

Other Skills:

• Excellent oral and written communication skills
• 1-2 years experience in providing phone-based support for customers in a technical process.
• Well versed in computer systems and navigating mobile apps.
• Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.
• Exhibit Highly customer-centric behavior.
• Hands-on problem-solving ability.
• The ability to communicate technical information in an accessible manner to non-technical customers.
• Good understanding of customer service processes, tools and best practices with a strong customer- centric focus.
• Excellent problem-solving and troubleshooting skills.
• Ability to multi-task (Speak to customers on phone and type case notes in concurrence).