JOB DESCRIPTION
We are seeking a highly skilled and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional technical assistance and support to our clients. You will utilize your strong troubleshooting skills and technical knowledge to provide prompt and accurate solutions to customer issues. The ideal candidate must possess excellent communication skills and have a passion for delivering outstanding customer service.
QUALIFICATION
• ALS Passer
• Vocational or Associate Graduate
• High School Graduate Old Curriculum w/ BPO experience
• SHS Graduate
• College Graduate or College Undergraduate
RESPONSIBILITIES
- Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
- Research, diagnose, document, and resolve technical issues related to software and hardware problems.
- Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.
- Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
- Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.
- Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
- Stay up-to-date with the latest technology trends and updates to provide accurate and effective technical support.
- Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
- Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.