Location: Philippines
We are looking for Technical Support Representatives to be responsible for assisting customers with technical issues or questions relating to our software. The selected candidate would involve taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone, and speaking with them about the software issues as well as their resolution.
Duties & Responsibilities:
● Handling customer technical support cases through phone and email submission
● Troubleshooting technical issues.
● Speaking to customers to quickly get to the root of their problem.
● Providing timely and accurate customer feedback.
● Talking customers through a series of actions to resolve a problem.
● Following up with clients to ensure the problem is resolved.
● Maintain client confidence by keeping their information confidential
● Providing support in the form of procedural documentation.
● Managing multiple cases at one time.
Skills & Qualifications:
● A bachelor’s degree in computer science, information technology, or related technical field is preferred
● At least 1 + years of relevant experience in a customer-focused position involving technical knowledge of a company’s products and services
● Professional written and interpersonal skills are essential when communicating with customers and clients
● Ability to prioritize and manage several milestones and projects efficiently
● Extensive experience working with different operating systems including Windows and Mac OS
● Accept constructive criticism and customer feedback regarding their experience with software or IT services
● Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
● Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
● High level of customer service orientation
● Highly empathetic and relatable
● Strong active listening skills and verbal communication
● Adept to problem-solving and conflict resolution
● Ability to multi-task and prioritize
● Adaptability and accountability
