Technical Support Representative

4 weeks ago

Makati City, National Capital Region, Philippines Payreto Full time

WHAT WE OFFER

  • Competitive Salary Packages
  • Professional Development Opportunities
  • Hybrid Work Setup
  • Equipment Provided
  • Day 1 HMO
  • Life Insurance
  • 20,000 PHP Signing Bonus

POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client's front liners in ensuring that the client's customers will have a positive customer experience.

Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

WHAT WILL YOU DO?
  • Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment.
  • Assist with product or application-related inquiries.
  • Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
  • Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
  • Redirect/escalate issues to appropriate resources for high-profile customer issues.
  • Update the team's knowledge base when necessary.
  • Ensure that there is a thorough understanding of customer queries and issues.
  • Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
  • Follow up and make scheduled call backs to customers as necessary.
  • Attend client and Payreto meetings and trainings.
  • Support and respond to customers in a wide variety of queries (basic to advanced).
  • Adhere to agreed processes, meeting required work standards, targets and objectives.
  • Completely and accurately write review notes.
  • Must be amenable to render overtime based on business needs.
  • Assist in adhoc work assigned by immediate supervisor.
Shift Schedule
  • Shifting Schedule depending on business needs.
  • Willing to work onsite at least twice a week.
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