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Cloud Technical Support Representative

1 month ago

Pasay, 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 requiredPrevious call center experience is requiredWorking knowledge of Microsoft Windows administration toolsBasic understanding of Microsoft SQL ServerBasic understanding of network concepts including NETBIOS over TCP/IP fundamentalsApple iPad & Parallels knowledge is a plusFamiliarity with HIPAA regulation is preferredTroubleshooting experience a plusAdvanced English skillsWorks hard with little supervisionHigh-level interpersonal skillsDetailed-oriented with exceptional documentation skillsMust be amenable to working on a night shift scheduleAmenable to work on a hybrid setupCan start ASAPDuties/Responsibilities:Determines eligibility by comparing client information to requirementsAnswer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environmentsUtilize active listening and empathy skillsStrive to meet or exceed call center metrics and service levelsSchedule and engage in follow-up calls with clients regarding ongoing technical issuesResolve technical escalations from the Product Support phone and chat teamTroubleshoot issues that may occur during database updates, new software installations, and server migrations.

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