Technical Support Representative

2 weeks ago

Makati City, National Capital Region, Philippines The Back Room Limited Full time

TECHNICAL SUPPORT REPRESENTATIVE

Office location:

Unit 1431 Centuria Medical Makati Century City

Kalayaan Ave. cor. Salamanca St.

Brgy. Poblacion, Makati City

About the Company:
The Client is a software and service provider for home health, hospice, and outpatient
therapy agencies. With more than 20 years invested in the health care industry, we have served a
multitude of diverse home health agencies by providing software solutions and managed services, along
with exceptional customer services, technical support, training, and education.

About the Opportunity:
The position is for Technical Support Representative. You will be working directly with our Support,
Marketing/Sales, and Customer Success Teams. You will speak with customers or potential customers to
provide education and information related to products or services.

DUTIES AND RESPONSIBILITIES
1) Answer and process customer calls effectively and efficiently

• Utilize available tools to increase call efficiency and accuracy

• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call

• Demonstrate applied knowledge of support tools by utilizing them to find answers to customer issues and efficiently document all customer contact

• Present a professional and pleasant image of product and company

• Assist with the installation, applying updates, and or applying patches for the supported application

• Follow excellent troubleshooting steps by asking effective clarifying questions, and discover underlying causes of concern

• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity via online and/or onsite

• Demonstrate increased patience and understanding when dealing with difficult or escalated callers

• Exceed customer expectations with outstanding customer service

• Demonstrate a sense of urgency to the queue, customers, and business objectives

• Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner

• Demonstrate strong knowledge of the product

• Assist with testing of the supported application for different intermediaries, clearinghouses and/or insurance companies as requested
2) Maintain effective call ownership

• Regularly provide single call resolution

• Maintain regular and continuing contact with customer on ongoing issues until resolution is reached

• Regularly review open call logs, update notes, and make reach out calls as needed to resolve ongoing issues and provide superior customer service
3) Proactively work to improve self, team, department, product, and company

• Effectively prioritize time and complete all assigned tasks while maintaining a high level of phone productivity

• Demonstrate strong knowledge of and follow department and company policies & procedures

• Regularly contribute to department knowledgebase, maintaining an effective balance of quality and quantity

• Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures

• Report all issues found within the currently supported products

• Understand and contribute to team, department, and company goals

• Continually improve personal knowledge, skills, and abilities

• Submit suggestions for team, department, product, and company improvements

• Set and keep goals for individual improvement and advancement

• Demonstrate an ability to maintain effective and professional communication with customers and coworkers

• Complete projects as assigned
4) Demonstrate an increased ability to work with escalated customers and issues
5) Learn and demonstrate advanced product knowledge, including interactions with third party add-on products
6) Other duties and projects as assigned to assist coworkers and management

Qualifications:

  • Willing to work on a night shift (Monday – Friday)
  • Have good communication skills (written and verbal)
  • Can work under minimum supervision and with good comprehension
  • 3-6 months of BPO experience
  • A bachelor's degree in computer science or information technology would be advantageous. (Fresh Grads are welcome)
  • Willing to work onsite; preferably residing in Makati or nearby areas

OTHER BENEFITS:

  • Government Mandated Benefits
  • Night differential bonus
  • HMO Coverage
  • Service Incentive Leaves upon regularization (maximum of 15 credits)
  • 13th month pay and other bonuses
  • Birthday Leave
  • Bereavement Leave (3 consecutive days)
  • Meal allowance and perfect attendance bonus upon regularization

#J-18808-Ljbffr

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