Technical Support Representative

4 weeks ago

Taguig, Philippines HRTX Full time
Technical Support Representative (TSR) - AU/NZ Account

Job Openings Technical Support Representative (TSR) - AU/NZ Account

About the job Technical Support Representative (TSR) - AU/NZ Account

About the Role

In this role, youll support our Australian and New Zealand customers with equipment-related enquiries, including repairs, service requests, movements, and escalations. Youll also assist consumers who use our vending machines by troubleshooting and resolving issues over the phone. Working closely with our Equipment Services team in Australia, your primary goal is to deliver fast, accurate support and exceptional customer service.

  • Handle inbound calls and emails from customers regarding equipment issues and requests.
  • Troubleshoot equipment problems and aim for first-call resolution wherever possible.
  • Log and escalate repairs, movements, and other service tasks as needed.
  • Assist vending machine consumers with technical or product-related concerns.
  • Collaborate with the Australian team to ensure seamless, high-quality service delivery.

Qualifications:

  • 12 years of customer service, helpdesk, or technical support experience.
  • At least 3 years of total BPO experience.
  • Strong communication skills and ability to resolve issues over the phone.
  • Ability to multitask and manage high volumes of interactions with accuracy.
  • A proactive and customer-focused mindset.
  • Comfortable using service management or CRM tools for logging and tracking tasks.
  • Prior experience working with Australian/New Zealand customers or cross-regional teams.
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