Technical Support Agent

3 weeks ago

Metro Manila, Philippines EmpowerU Inc Full time

Company Overview:

Founded in October 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment. 

Care: Our dedication to exceeding client and stakeholder expectations is paramount.Communication: We maintain transparent and continuous communication to provide exceptional support.Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home.Commitment: Our unwavering pursuit of excellence defines our approach to every task.

Role Overview:

We are seeking a dedicated and skilled Technical Support Specialist to join our team. This role is crucial in providing top-notch technical support to our customers, helping them optimize their use of our platform and maximize their productivity. If you have a passion for technology and a knack for solving complex issues, we want to hear from you

Key Responsibilities:

Customer Support: Provide technical support to customers, troubleshoot issues related to our platform's functionality, features, and integrations, and help them optimize their use of our platform.Issue Escalation: Collaborate with our technical teams to escalate and resolve complex technical issues that require further investigation or specialized expertise.Setup and Configuration: Assist customers with the setup, configuration, and troubleshooting of software components, ensuring smooth integration with our platform.Documentation: Document and track customer issues and resolutions in our CRM, maintaining accurate and detailed records for reference and analysis.Continuous Learning: Stay updated on product updates, new features, and technical advancements to better assist customers.Customer Interaction: Respond to customer calls, emails, and live chat queries with professionalism and expertise, leveraging your product knowledge to provide accurate and helpful assistance.Inbox Monitoring: Regularly monitor all inboxes to review and respond accurately and efficiently to client emails on a timely basis, ensuring comprehensive responses or holding emails while further investigation is conducted.Service Level Agreement (SLA) Compliance: Ensure all emails in personal and group mailboxes are managed within SLA (average response time of 45 mins or less), demonstrating efficiency and attentiveness to client communications.Call Response: Respond to incoming calls within 5 seconds or less and address the client’s concern. Any missed calls must be promptly returned within 24 hours.Live Chat Support: Respond to customer inquiries and resolve issues in real-time through live chat, adhering to established chat support guidelines and procedures.Customer Confidence: Work diligently to build and maintain customer confidence in our brand, ensuring every interaction leaves a positive impression.Product Promotion: Identify opportunities to promote additional products and services where relevant, contributing to the growth and success of the organization.Compliance: Demonstrate a thorough understanding of regulatory requirements and industry standards relevant to our products and services, ensuring all interactions adhere to applicable compliance guidelines.Punctuality: Adhere to scheduled work hours and shifts, arriving promptly at the designated start time, and remaining available until the end of your shift.Quality Assurance: Adhere to quality assurance measures and performance metrics established by the organization, striving to consistently meet or exceed targets for customer satisfaction, response times, resolution rates, and other key indicators.Cross-Functional Collaboration: Participate in cross-functional collaboration with other departments, such as Sales, Marketing, or Product Development, to address customer needs or implement new initiatives.Special Projects: Assist with special projects or initiatives aimed at improving customer satisfaction, operational efficiency, or team performance.

What We're Looking For:

A Bachelor's Degree holder with at least 2 years of experience relevant to the position.Minimum of 2-3 years of experience in a technical support role or similar position in call center environmentProven experience in a technical support role or similar position.Strong understanding of software components and integration processes.Excellent problem-solving skills and attention to detail.Ability to work under pressure and manage multiple tasks simultaneously.Exceptional communication skills, both written and verbal.Proficiency in using CRM systems and other support tools.Commitment to continuous learning and improvement.Ability to adhere to established guidelines and procedures.Strong customer service orientation with a focus on building positive relationships.

Work Schedule:

Rotational shiftUK ShiftIncludes Weekends and PH Holidays

EmpowerU, Inc. offers a dynamic and fulfilling work environment where you can align your career aspirations with your personal values. We invite you to apply and contribute to our journey of delivering unparalleled service excellence.

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