Technical Support Representative

1 week ago


Makati City, National Capital Region, Philippines Payreto Full time

Join our high performing team and enjoy these benefits:

  • Competitive Salary Packages
  • Innovative Financial Technology
  • Collaborative and Supportive Team Environment
  • 15,000 PHP Signing Bonus.
Position Overview:
The core mission of the Technical Support Representatives is to provide timely, correct, and
complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client's front liners in ensuring that the client's customers will have a positive customer experience.Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

Principal Duties and Responsibilities:
  • Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment. This is a pioneer account.
  • Assist with product or application-related inquiries.
  • Provide technical support to customers on operational or maintenance aspects of system equipment by:
  • Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
  • Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
  • Redirect/escalate issues to appropriate resources for high-profile customer issues.
  • Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
  • Follow up and make scheduled call backs to customers as necessary.
  • Update the team's knowledge base when necessary.
  • Attend client and Payreto meetings and trainings.
  • Support and respond to customers in a wide variety of queries (basic to advanced).
  • Ensure that there is a thorough understanding of customer queries and issues.
  • Adhere to agreed processes, meeting required work standards, targets and objectives.
  • Completely and accurately write review notes.
  • Must be amenable to render overtime based on business needs.
  • Assist in adhoc work assigned by immediate supervisor.

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