Technical Support Associate

3 weeks ago

Manila, National Capital Region, Philippines Zappy Full time
Overview

The Technical Support Specialist provides expert technical assistance and support to internal teams and external clients. This role is responsible for troubleshooting technical issues with our clients product and service, assisting field technicians with installations and maintenance, and serves as a primary point of contact for resolving escalations. The ideal candidate is a fast learner, technically savvy, and experienced in delivering exceptional technical support.

Responsibilities
  • Provide prompt and efficient support to clients via phone, email, and chat via client CRM software, Salesforce
  • Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction
  • Diagnose and resolve technical issues related to the client's products and services
  • Collaborate with internal teams to escalate and resolve complex technical problems
  • Identify opportunities for process improvement and efficiency
  • Work closely with team members and management to implement enhancements to existing processes
  • Maintain accurate and detailed records of customer interactions, technical issues, and resolutions
  • Contribute to the development and updating of knowledge base articles and support documentation
  • Communicate effectively with clients to understand their needs and expectations
  • Provide regular updates and feedback to customers regarding the resolution of their issues
  • Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards
  • Participate in quality assurance initiatives and training programs
  • Be able to adapt and adjust to what the business needs are
Qualifications
  • Professional English fluency
  • Experience using Salesforce
  • Minimum 3 years of experience in technical support, IT support, or a related technical troubleshooting role
  • Strong organizational and multitasking abilities
  • Excellent communication and interpersonal skills
  • Ability to work independently, prioritize tasks, and manage multiple issues simultaneously
  • Fast learner with adaptability in a fast paced environment
  • Bachelor\'s Degree (Nice to have)
Working Conditions

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional technical support and thrive in a dynamic environment, we invite you to apply for the Technical Support Associate position. Join our team and contribute to the success of our clients through outstanding service and support.


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