Call Center Technical Support Bilingual: Mandarin(GCS, Philippines:Cebu)

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ID: 9473

Function: Administration

Location:

Basak, Lapu-Lapu City, PH

Our Purpose

TERADYNE, where experience meets innovation and drives excellence in every connection. We are fueled by creativity and diversity of thought, and in our workforce. Our employees are supported to innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

Opportunity Overview

The Technical Support Representative is the primary interface for our Universal Robots (UR) & Mobile Industrial Robots (MiR)customers' hardware and software technical assistance. They are responsible for synthesizing both internal and external feedback and turning it into actionable items, working with the corrective actions, supporting teams and projects that will deliver solutions and address issues for the customers. Works with the partner organizations and other technical groups to ensure customer satisfaction on key accounts.

Business Hours: Monday - Sunday 24X7
Work Hours: 5 scheduled days, which may include weekends, holidays, and on-call

• Communicate effectively with customers to understand and resolve their technical problems, through phone, email, or case tickets via an incident-tracking system or CRM (customer relationship management) tool.
• Provide Tier 1 technical assistance to troubleshoot and diagnose hardware and software issues.
• Manage multiple cases efficiently following the service-level agreement (SLA) and maintain detailed procedural documentation.
• Resolve customer and field-reported faults, queries, and complaints as the first point of contact, using the tools and systems provided.
• Adheres to the Incident Reporting and Escalation system and procedures.
• Contributes to meeting the team goals, metrics, and key performance indicators.

All About You
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us on this mission, take a closer look at the minimum criteria for the position.

• Fluent in English and Mandarin languages.
• Professional phone, verbal, and written communication skills.
• Knowledgeable with the Microsoft Office package (Excel, Word).
• Basic knowledge of web technology, email, and the internet.
• Keen on details.
• Flexibility with supporting “on-call” after-hours support and shifting schedules based on customer demand and/or group manpower shortages.
• Bachelor’s degree, preferably in a Technical or Engineering field (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics, or related)
• Minimum of 1 year of technical experience. Related experience in a customer support role is a plus.
• We are only considering candidates local to the position location and are unable to provide relocation for this position. This position is not eligible for Philippine work VISA sponsorship.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

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Job Segment: Call Center, Technical Support, CRM, Customer Service, Technology, Bilingual, Sales