Technical Support Agent

3 weeks ago

Manila, National Capital Region, 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.

  • Customer Support Agent

    2 weeks ago

    Manila, National Capital Region, Philippines Neksjob Full time

    HIRING | Customer Support Agent | Communications | EdsaSalary: 22kJob description:Customer Service Representatives handle concerns and complaints regarding goods and services. In addition to assisting consumers with returns, upgrades, and purchases, they frequently offer guidance and technical support. They typically do their business from residences, call...

  • technical support

    2 weeks ago

    Manila, National Capital Region, Philippines Power Mac Center Full time

    We are currently looking for a Technical Support Assistant to join our affiliated company, which focuses on Digital and Commercial Solutions.Job Summary: The Technical Support 1 is responsible for maintaining the company's assets deployed in various locations nationwide through on-site and remote implementations. They are expected to deliver concise reports...

  • Chat Support Agent

    2 weeks ago

    Manila, National Capital Region, Philippines Datablazers, Inc. Full time

    Job Summary:The Chat Support Agent will provide customer support and assistance through chat-based communication channels. This role involves responding to customer inquiries, resolving issues, and providing information about our products or services. The ideal candidate will have 2-3 years of experience in chat support or a related...

  • IT Technical Support

    2 weeks ago

    Manila, National Capital Region, Philippines Satellite Office Full time

    Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide. The position will ensure systems and products are maintained, monitored and supported in line with business...

  • IT Technical Support

    3 weeks ago

    Manila, National Capital Region, Philippines Satellite Office Full time

    Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide. The position will ensure systems and products are maintained, monitored and supported in line with business...

  • IT Technical Support Associate

    1 week ago

    Manila, National Capital Region, Philippines Foundever™ Full time

    Job Description:Provides Technical and Warranty support for processors, motherboards, servers, and networking products through phone, email, and chat. Technical in nature troubleshoots and provides customer service for Intel Products. Technical Voice/Email/Chat - Support.Typical Qualifications:Education: Bachelor's degree in IT, Computer Science, or a...

  • IT Technical Support Associate

    22 hours ago

    Manila, National Capital Region, Philippines Foundever™ Full time

    Job Description:Provides Technical and Warranty support for processors, motherboards, servers, and networking products through phone, email, and chat. Technical in nature troubleshoots and provides customer service for Intel Products. Technical Voice/Email/Chat - Support.Typical Qualifications:Education: Bachelor's degree in IT, Computer Science, or a...

  • Manager Technical Support

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Full time

    Manager Technical SupportLocation: Taguig City, ManilaThe Manager Technical Support is responsible to manage a technical support team, work with an innovative suite of software products and provide world class support to businesses utilizing NICE inContact's software products as a means of intelligently communicating with their customers, vendors or...

  • IT Technical Support

    2 weeks ago

    Manila, National Capital Region, Philippines Digido Finance Corp. Full time

    RESPONSIBILITIES:Provides technical support function for IT-related issues across the CompanyCreates and maintains complete documentation relative to IT support via a ticketing system (Spiceworks, Jira, etc.)Communicates with internal and external stakeholders to enhance the understanding of the issues, and verify that an appropriate resolution has been...

  • IT Technical Support

    2 weeks ago

    Manila, National Capital Region, Philippines Digido Finance Corp. Full time

    RESPONSIBILITIES:Provides technical support function for IT-related issues across the CompanyCreates and maintains complete documentation relative to IT support via a ticketing system (Spiceworks, Jira, etc.)Communicates with internal and external stakeholders to enhance the understanding of the issues, and verify that an appropriate resolution has been...

  • Chat Support Agent

    2 weeks ago

    Manila, National Capital Region, Philippines Cloudstaff Philippines Inc. Full time

    Work-From-Home (CS Everywhere) - A work setup with unlimited access to the office and combined the flexibility and cost savings that comes with working from world-class offices.About the Role:We are seeking a highly skilled and intelligent Chat Support Agent to join our team. This role is multifaceted and requires a candidate who is very fluent in English,...

  • Chat Support Agent

    3 weeks ago

    Manila, National Capital Region, Philippines Cloudstaff Philippines Inc. Full time

    Work-From-Home (CS Everywhere) - A work setup with unlimited access to the office and combined the flexibility and cost savings that comes with working from world-class offices.About the Role:We are seeking a highly skilled and intelligent Chat Support Agent to join our team. This role is multifaceted and requires a candidate who is very fluent in English,...

  • Technical Support

    2 weeks ago

    Manila, National Capital Region, Philippines SupportNinja Full time

    We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo....

  • Technical Support Engineer

    5 days ago

    Manila, National Capital Region, Philippines Collabera Technologies Private Limited Inc. Full time

    The Technical Support Engineer is responsible for providing high-quality technical support to customers, ensuring an exceptional customer experience through expertise, empathy, and effective communication. This role involves problem identification, troubleshooting, and resolving complex technical issues, adhering to Broadcom's standards and processes.Key...

  • Technical Support Officer

    2 weeks ago

    Manila, National Capital Region, Philippines White Cloak Technologies, Inc. Full time

    The Technical Support Officer will be a pivotal member of our Support & Maintenance team, responsible for providing exceptional technical support to our clients. This role involves troubleshooting technical issues, ensuring timely resolutions, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background,...

  • Technical Support Officer

    3 weeks ago

    Manila, National Capital Region, Philippines White Cloak Technologies, Inc. Full time

    The Technical Support Officer will be a pivotal member of our Support & Maintenance team, responsible for providing exceptional technical support to our clients. This role involves troubleshooting technical issues, ensuring timely resolutions, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background,...

  • L2 Technical Support

    1 week ago

    Manila, National Capital Region, Philippines SM Retail, Inc. - Corporate Full time

    Job Purpose:This role primarily provides L2 technical support to end user and store hardware/software to increase end user productivity, and to provide a great end user/customer experience.Responsibilities:Does incident resolution escalated by L1 technical support to ensure ticket SLA (Service Level Agreement) is met.Develop knowledge-based articles.Does...

  • Technical Support Analyst

    2 hours ago

    Manila, National Capital Region, Philippines Cambridge University Press & Assessment | Manila Full time

    Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge. We are recruiting for a Technical Support Analyst who will be part of our Global Technical Support team based in Manila. This team is...

  • Technical Support Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines Vista Equity Partners Management, LLC Full time

    At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience...

  • Technical Support Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines ClickUp Full time

    As a Technical Support Specialist, you will be responsible for reading through submitted or escalated customer tickets that contain "how-to" questions about our product's more technical features, or concerns that the platform might not be correctly performing.It will be your job to understand the user's workflow, compile ample amounts of information, test...