Cloud Technical Support Representative

2 weeks ago


Pasay, National Capital Region, Philippines TASQ Staffing Solutions Full time

Requirements:
Non-negotiable: Experience with cloud-based software (SaaS)
1-2 years of experience in a customer service/support role is required. Previous call center experience is required.
1-2 years of computer application-based technical support experience or IT experience is required
Previous call center experience is required
Working knowledge of Microsoft Windows administration tools
Basic understanding of Microsoft SQL Server
Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
Apple iPad & Parallels knowledge is a plus
Familiarity with HIPAA regulation is preferred
Troubleshooting experience a plus
Advanced English skills
Works hard with little supervision
High-level interpersonal skills
Detailed-oriented with exceptional documentation skills
Must be amenable to working on a night shift schedule
Amenable to work on a hybrid setup
Can start ASAP

Duties/Responsibilities:
Determines eligibility by comparing client information to requirements
Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
Utilize active listening and empathy skills
Strive to meet or exceed call center metrics and service levels
Schedule and engage in follow-up calls with clients regarding ongoing technical issues
Resolve technical escalations from the Product Support phone and chat team
Troubleshoot issues that may occur during database updates, new software installations, and server migrations.

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