Technical Support Specialist

2 days ago

Angeles City, Central Luzon, Philippines Connext Full time

The Technical Support Specialist 1 is responsible for supporting our customers in their technical

needs, questions and issues. The specialists receives, records, and reconciles the end-user's technical questions on use and implementation of computer products in a timely and professional manner.

Job Description:


• Create, manage, and monitor tickets for incoming customer inquiries, issues, or service requests.


• Provide first-level support for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians.


• Identify and escalate complex issues to the relevant departments within the organization, ensuring swift problem resolution.


• Create and send emails to update customers and the internal team on the status of tickets, ensuring clear and effective communication.


• Utilize service management systems to gather and maintain service incident data, contributing to the knowledge management system.


• Work as an integral team member, focusing on continuous improvement and total customer satisfaction.


• Perform customer service administrative tasks as assigned, including understanding customer databases and processing customer part requests.


• Display genuine concern and ownership for customers' situations, exercising sound judgment and analytical skills to determine effective problem resolutions.


• Provide and obtain technical information, continuously seek out and accept ongoing learning opportunities, and adapt to changing technologies and solutions.


• Document all customer requests and interactions in the CRM or applicable tools for tracking purposes.

Qualifications:


• Clear and coherent in both written and verbal communications skills to efficiently create and send updates via email and for interacting with both customers and internal teams.


• Adept at troubleshooting technical issues, finding solutions, and guiding customers or technicians through problem resolution.


• Ability to work effectively within a team is important, as the role may involve collaboration with other support specialists and departments.


• Keen eye to details, to accurately document issues, and ensure that tickets are managed and closed with precision.


• Effective time management is crucial to prioritize and manage multiple support tickets efficiently, ensuring timely resolution.


• Adaptable and willing to learn new technologies and processes is valuable in this role.


• Ability to build rapport with customers to provide positive support experience.

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