Aftersales Technical Support

1 week ago

Davao City, Philippines Snapscale Full time

Snapscale is looking for an Aftersales Technical Support that can join our team
Key Responsibilities

  • Manage and monitor customer support tickets through the ticketing system, ensuring timely updates, follow-ups, and resolutions.
  • Communicate with customers via phone, chat, text, email, or in person to address inquiries, gather needed information, and provide status updates.
  • Coordinate with service centers for scheduled services, confirm job completion, address issues, and maintain strong partnerships.
  • Conduct follow-ups after service completion to gather feedback, resolve concerns, and ensure customer satisfaction.
  • Accurately record and update all customer interactions, service details, and next steps in the CRM and ERP systems.
  • Provide tracking information and product-related support for items under warranty or out of warranty.
  • Collaborate with internal teams to identify process improvements based on customer and service center feedback.
  • Act as overflow support for incoming calls, ensuring professional and efficient handling.
  • Research and troubleshoot customer issues using available resources and internal contacts.
  • Perform other related duties as assigned to support departmental goals.
Requirements:
  • Qualification
  • 1+ year of experience in customer service, call center, order processing, or related field.
  • Proficient in MS Office (Outlook, Word, Excel) and typing 45–60 WPM with 95% accuracy.
  • Knowledge of ERP (Sage, SAP, Oracle, Infor, Lawson), ticketing systems (Zendesk, Freshdesk, Jira), and CRM (Goldmine, Pipedrive, Salesforce) is a plus.
  • Excellent written and verbal communication skills with strong grammar accuracy.
  • Professional demeanor, positive attitude, and proactive approach to problem-solving.
  • Strong listening, data entry, and attention-to-detail skills; comfortable with repetitive tasks.
  • Highly motivated, target-driven, and capable of working with minimal supervision.
  • Willingness to work onsite
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