Aftersales Technical Support

4 weeks ago

Davao City, Philippines Snapscale Full time

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 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. #J-18808-Ljbffr

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