Technical Support Representative

2 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

Staff4Me is seeking a motivated and enthusiastic Technical Support Representative to join our customer support team. In this role, you will be responsible for providing exceptional assistance to our clients, resolving technical issues, and ensuring a positive experience with our products and services. You will be the first point of contact for customers, demonstrating our commitment to quality support.

Responsibilities
  • Respond promptly to customer inquiries via phone, email, and chat, providing technical assistance and support.
  • Troubleshoot and diagnose technical issues, guiding customers through step-by-step solutions.
  • Document all interactions with customers in our ticketing system, ensuring accurate records of issues and resolutions.
  • Collaborate with other technical support team members and escalate issues when necessary to ensure timely resolutions.
  • Assist in creating and updating user manuals, FAQs, and other help documentation to improve the customer experience.
  • Stay up-to-date with product knowledge and company policies to provide accurate information to customers.
  • Gather customer feedback and provide insights to help improve our products and services.
  • Manage customer expectations through effective communication and follow-up.
Qualifications
  • Bachelor\'s degree in Computer Science, Information Technology, or related field preferred, or equivalent experience.
  • Proven experience in a technical support or customer service role.
  • Strong troubleshooting skills and the ability to understand technical concepts quickly.
  • Excellent communication skills, both written and verbal, with a focus on customer satisfaction.
  • Ability to work independently and handle multiple tasks in a fast-paced environment.
  • Familiarity with ticketing systems and remote support tools.
  • Basic understanding of networking principles and software installation processes.
Benefits
  • Competitive salary and benefits package.
  • Opportunity for growth and career development.
  • Training and support to enhance technical and customer service skills.
  • Work in a dynamic and multicultural environment.

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