Technical Support Representative

2 weeks ago

Manila, National Capital Region, Philippines Satori Executive Training OPC Full time

Our client, a multinational leader in fleet performance management, is establishing its operations in the Philippines and is currently hiring members for their pioneering team

Job Overview

As a Technical Support Specialist, you will play a key role in delivering a professionally managed, efficient, and effective support service to our customers, dealers, and installers. You will work closely with the Customer Relationship team to ensure customers receive timely updates on their open cases and maintain clear, proactive communication.

This role also involves providing training and guidance to customers via phone and email, helping them maximize the value of our solutions. As an active and engaged member of the team, you will contribute to fostering a culture that is productive, open, honest, professional, innovative, friendly, and sustainable.

Key Responsibilities

Customer Interaction & Support

  • Engage directly with customers, installers, and dealers through phone, email, and in-person interactions;
  • Provide initial Depot training to new customers when their first unit is installed;
  • Respond promptly to customer inquiries, ensuring issues are handled efficiently;
  • Gather and assess relevant information to accurately diagnose and resolve customer issues. Manage fault resolution process, conduct audit reports on faulty units, and record actions taken;
  • Identify and escalate urgent issues with well-documented notes for quick resolution;
  • Proactively follow up on escalated cases to keep customers informed of progress; and
  • Ensure all customer interactions are handled with professionalism, accuracy, and efficiency.

System & Product Knowledge

  • Stay updated on system information, updates, and changes to provide accurate support;
  • Maintain a deep understanding of client's products, services, and troubleshooting procedures; and
  • Ensure customers are informed of new features and enhancements.

Testing & Feature Improvement

  • Participate in Operational Acceptance Testing (OAT) of new software features to enhance support capabilities.
  • Provide valuable feedback on new product features based on real customer experiences.
  • Assist in identifying potential system improvements to optimize the customer experience.

Key Qualifications

  • 3+ years of experience in a help desk or technical support role within a fast-paced technical environment.
  • Solid experience using Salesforce or similar software
  • With experience in Saas (software as a service)
  • Willing to work in the US Shift (shifts starts anywhere from 8:00pm to 12:00 midnight)
  • Strong interpersonal and communication skills (verbal & written).
  • Positive attitude with a good sense of humor and willingness to jump in as needed in a fast-growing company.
  • Customer-centric mindset, able to advocate for both business and user needs.
  • Highly adaptable and comfortable working in a dynamic environment.
  • Exceptional organizational skills, with keen attention to customer-critical details and a strong sense of urgency.
  • Analytical and structured problem-solver, with a methodical approach to troubleshooting.
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