Technical Support Specialist
3 weeks ago
We are Looking for a Technical Support Specialist L1 or L2.
Location: Shaw Blvd. Mandaluyong
Work Set-up: onsite/Shifting.
Job Description:- Provide first class customer service/support via telephone, email, chat, and any future channel
- Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
- Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
- Communicate proactively with customers using clear, professional, and effective communication
- Leverage all approved internal knowledge base to deliver up to date service to our customers
- Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
- Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals
- Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
- Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies
- Responsible for self-developing skills and technical knowledge on new and existing products and features
- Monitor customers' system proactively to identify and solve issues
- Comply with confidentiality and license agreements
- Remain knowledgeable of customer and partner relationships
- Bachelor's Degree in IT or any related Courses.
- Demonstrates a basic knowledge and understanding of own profession sufficient to handle standard/routine work; follows standard methodologies and procedures; has the basic technical skills required for day-to-day work.
- Foundation level in customer service and in communicating both written and verbal
- Foundation level in communicating technical concepts to both technical and nontechnical customers
- Foundation level in building strong relationships with customers and with team members
- Foundation level in balancing time among multiple activities
- Foundation level in managing time effectively to meet deadlines
- Foundation level in troubleshooting, problem solving, and critical thinking skills
- Foundation level in internal and external conflict resolution and negotiation skills
- Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
- Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process
- Demonstrate good judgement using facts and analytics
- Highly organized and efficient with strong attention to detail
- Foundation level in understanding and learning complex technical topics quickly
- Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
- Foundation level in handling customers with patience, tact, and empathy
- Basic level with SQL database queries
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