**Job Title:** Remote Support Representative
**Company:** Converge ICT Solutions Inc.
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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### Job Description
As a Remote Support Representative at Converge ICT Solutions Inc., you will be at the forefront of our customer support operations, embodying our commitment to service excellence. In this part-time role, you will engage directly with our customers to resolve technical issues, provide product and service information, and enhance customer satisfaction. We are looking for a skilled and driven individual who is adaptable and thrives in a dynamic environment.
### Responsibilities
- **Customer Interaction:** Provide first-line support to customers via phone, email, and chat, ensuring prompt responses to inquiries and issues.
- **Technical Troubleshooting:** Diagnose and resolve technical issues for customers related to our products and services, utilizing troubleshooting tools and your technical knowledge.
- **Documentation:** Maintain comprehensive records of customer interactions, issues resolved, and solutions offered in our CRM system.
- **Feedback Loop:** Gather customer feedback on products and services, identify potential areas for improvement, and communicate findings to the relevant teams.
- **Knowledge Base Maintenance:** Contribute to and assist in updating the knowledge base and training materials to ensure that all staff have access to the latest information and solutions.
- **Continuous Learning:** Engage in ongoing training and development activities to stay updated on new technologies, products, and industry trends, adapting quickly to changes as they occur.
- **Team Collaboration:** Work collaboratively with other departments, such as sales and product development, to ensure a seamless customer experience and feedback integration.
- **Creativity in Problem-Solving:** Use creative thinking and innovative approaches to resolve complex issues and enhance customer satisfaction.
- **Decision-Making:** Utilize sound judgment to make decisions promptly, especially in time-sensitive situations affecting customer experience.
### Requirements
**Educational Background:**
- Bachelor's degree in a relevant field or equivalent work experience.
**Experience:**
- Minimum of 4 years in a customer support, help desk, or technical support role, preferably in the IT or telecommunications sector.
**Technical Skills:**
- Proficiency in CRM software and remote support tools.
- Strong understanding of computer systems, networks, and telecommunications technologies.
- Ability to learn and adapt to new software and technical systems quickly.
**Personality Traits:**
- **Adaptable:** Ability to adjust to new challenges and changes in a fast-paced environment with a positive attitude.
- **Driven:** Self-motivated, with a strong desire to achieve and demonstrate a commitment to exceeding customer expectations.
**Soft Skills:**
- **Creativity:** Ability to think outside the box and develop innovative solutions to meet customer needs.
- **Decision-Making:** Strong analytical skills paired with sound judgment to make effective decisions in customer interactions and problem resolutions.
### Benefits
- **Vision Insurance:** Comprehensive eye care insurance to support your visual health.
- **Training & Professional Development:** Opportunities for growth through continuous learning programs and workshops.
- **Remote Work Flexibility:** Enjoy the convenience and comfort of working from home while maintaining an optimal work-life balance.
### Working Environment
At Converge ICT Solutions Inc., we encourage a culture of continuous learning and adaptability. Our team thrives in a rapidly changing world, ensuring that we stay ahead of industry trends and deliver superior service to our customers.
### Application Deadline
Please submit your application by **October 10, 2024**.
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**Equal Opportunity Statement:**
Converge ICT Solutions Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on merit, qualifications, and business needs, without regard to race, ethnicity, gender, age, sexual orientation, disability, or any other status protected by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
