Technical Support Representative

2 weeks ago

Cebu City, Central Visayas, Philippines VenturEd Solutions Full time

For more than 40 years, VenturEd Solutions has been supporting K-12 private and independent schools. We offer a comprehensive suite of software tools for admissions, enrollment, financial aid, tuition management, student information, communication, fundraising, and accounting. These tools empower schools to fulfill their missions and deliver exceptional educational experiences.

Our leading software seamlessly integrates all aspects of school management, contributing to overall school success.

Position Overview:

The role of Technical Support Agent sits within our customer support department and is responsible for all post-training customer support.

A good knowledge of educational organizations, how they record, store and use data as well as a clear understanding of GDPR compliance is required alongside a technical understanding of the products in order to assist customers with support cases.

A Day in the Life..

  • Answering all phone calls and emails from customers, who have completed training, within the time frame set out internally.
  • Aiming to resolve any issues on first contact where possible and managing customer expectations when this isn't possible.
  • Accurately recording a detailed account of all communications and documenting issue reported, the work completed and what resolution used.
  • Investigating any customer concerns and escalating to the relevant department when required.
  • Investigating, troubleshooting, diagnosing and solving web software / network / data import / message delivery issues
  • Talking customers through a series of actions to help resolve issues and where necessary aiding them remotely.
  • Software reparation and re-installation.
  • Completing data input tasks and data management tasks
  • Maintaining customer self-help guides in-keeping with product developments and distributing to customers as required
  • Complaints handling – manage customer complaints, calmly resolve issues while focusing on customer retention.
  • Data management – Responsible for keeping customer data updated accurately within our CRM, namely contact details for the main stakeholders who are responsible for the product.

Qualifications:

  • Candidate must be at least College Level
  • Experience working in customer service
  • Complaints handling experience is desirable
  • Good customer facing presentation and interaction skills
  • Excellent communication both written and over the phone
  • Experience with CRM software - Salesforce
  • Ability to perform well during pressurized situations
  • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
  • Demonstrate ability to learn and understand basic office software applications
  • Must be willing to Work in Cebu City with a midshift schedule.

What We Bring to the Table:

Growth Opportunities to help you advance in your career.

Achieve Work-Life Balance with a setup (hybrid).

Employee Engagement Activities to connect and grow with your team.

Complimentary HMO for you + 2 dependents from Day One—your health matters

Earn a 20% Night Shift Differential—your hard work deserves to be recognized.

Convertible Leave Credits.

Quarterly Performance Bonuses—because your efforts should be rewarded

Annual Merit Increase to recognize your dedication and growth.

Guaranteed Weekends Off—take time to relax and recharge.

*Terms & Conditions may apply

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