Technical Support Representative

Overview

We are seeking a detail-oriented and motivated Customer Service Technical Support Representative to join our team. The ideal candidate will have a strong background in customer service, technical support, and troubleshooting, paired with excellent communication skills and a genuine passion for helping customers resolve technical issues efficiently. This role is vital in ensuring that customers receive timely, accurate, and high-quality support while enhancing their overall experience with our products and services.

• Provide expert troubleshooting assistance to customers experiencing technical issues with products and services.
• Guide customers through complex technical challenges, offering clear, step-by-step solutions.
• Handle customer inquiries and support requests via calls and emails with professionalism, empathy, and clarity.
• Ensure customer interactions are conducted in a courteous, efficient, and positive manner, reinforcing the company’s commitment to service excellence.
• Maintain up-to-date knowledge of the company’s products, services, and any corporate changes.
• Leverage product knowledge to offer precise, tailored solutions to customer problems, ensuring accurate and timely resolution.
• Effectively identify and troubleshoot problems, providing appropriate solutions in a timely manner.
• In cases of complex issues, escalate cases to the relevant team or department while ensuring customers are kept informed throughout the process.
• Utilize customer service software and technical tools to log issues, track resolution progress, and maintain comprehensive records for future reference.
• Ensure all customer interactions are well-documented and aligned with service standards and internal procedures.
• Work collaboratively with team members to share knowledge, improve processes, and enhance overall team performance.
• Contribute to team goals, providing insights that help streamline workflows and improve customer satisfaction.
• Update and contribute to internal knowledge bases and FAQs, improving troubleshooting processes and providing a resource for both customers and internal teams.
• Stay informed about the latest troubleshooting techniques, industry best practices, and product updates to continually enhance service quality.
• Participate in training sessions to improve technical expertise and customer service skills.

• Bachelor’s degree in Business Administration, Operations Management, Information Technology or a related field.
• Relevant certifications or specialized training in customer service, technical support, or troubleshooting will be considered an advantage.

• Minimum of 3 years of experience in customer service in a BPO setting, with expertise in technical support or troubleshooting.
• Proficiency in providing customer support via call and email channels.
• Strong working knowledge of customer service software and troubleshooting tools.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to customers.
• A strong passion for troubleshooting and resolving customer issues efficiently.
• Experience in eCommerce and the bike industry is a plus, with the ability to quickly adapt to changes in processes, products, and customer needs. Demonstrate a strong team-player mindset, with a self-motivated and goal-driven attitude.
• Willingness to travel within 1 hour of Clark.

• People-Centric Culture: Thrive in an inclusive and supportive environment that values your contributions.
• Growth Opportunities: Advance your career in a fast-growing organization with ample room for professional development.
• Comprehensive Benefits: Enjoy competitive compensation, health insurance, paid time off, and more.
• Skill Development: Gain access to training programs, certifications, and workshops to enhance your expertise.

This is a full-time onsite position. If you’re a motivated, customer service driven professional, we want to hear from you Submit your updated resume and a brief cover letter detailing your experience and why you’re the perfect fit for this role.