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Technical Support Representative

1 month ago

Pasig, National Capital Region, Philippines iSupport Worldwide Full time
Technical Support Representative (German Speaking)

3 days ago Be among the first 25 applicants

Salary: To be discussed during an initial interview

Job Description:

Working in an inbound and outbound call center/office environment, Technical Advisors will provide comprehensive pre-sales, sales, and after-sales support to vendors, end-users, and dealers. This includes technical troubleshooting, solar system design, product installation, and guiding users through technical solutions in a professional and customer-friendly manner. Advisors will also facilitate system solutions, address inquiries, and ensure effective communication between dealers and customers.

Responsibilities:

  • Deliver service and support to end-users, dealers, and 2B clients via phone, email, or internal case management systems.
  • Manage pre-sales, sales, and after-sales concerns in the local 2C market, including dealer procurement needs and technical assistance.
  • Provide technical support to 2B users, including product knowledge sharing, technical consultations, system solutions, and processing information connections between dealers and customers.
  • Diagnose and resolve hardware and software issues, including connectivity and performance, while educating users on product functionality and capabilities.
  • Support post-sales activities, including installation guidance, wiring, software setup, first-time use, and troubleshooting.
  • Handle dealer inquiries, transferring procurement requests and after-sales concerns (returns, refunds, reissues) to the appropriate 2B email for processing.
  • Offer solutions to retain customer and client business, ensuring satisfaction at every touchpoint.
  • Accurately document all customer interactions, solutions provided, and transactions in designated tracking software.
  • Follow up with customers as needed, scheduling callbacks and ensuring timely resolution of issues.
  • Consult with users to identify and resolve problems effectively.
  • Perform additional duties as assigned.

Required Skills/Abilities:

  • Strong verbal and written communication skills.
  • Excellent interpersonal and customer service abilities.
  • Professional and approachable telephone manner.
  • Ability to explain technical concepts clearly to both technical and non-technical individuals.
  • Analytical and problem-solving skills with attention to detail.
  • Proficiency in Microsoft Office Suite and the ability to learn new hardware and software systems quickly.
  • Team-oriented with a proactive attitude.
  • Quick and effective issue resolution skills.

Education and Experience:

  • At least a college undergraduate.
  • A minimum of 2-3 years of experience in technical customer support is highly preferred.

Additional Expectations:

  • Provide dealers with knowledge base resources, technical empowerment, and consultations.
  • Manage system solutions and facilitate seamless connections between dealers and customers.
  • Act as a technical resource for addressing inquiries and offering alternative solutions.

If you are passionate about renewable energy and excel in delivering technical support with exceptional customer service, we encourage you to join our team

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Outsourcing and Offshoring Consulting

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