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Support Services Representative

2 weeks ago

Manila, National Capital Region, Philippines Innovative Information Technology Solutions, Inc. Full time
Job Description

The Customer Support Representative will play a key role in delivering exceptional customer experiences by providing timely and accurate assistance.

Main Tasks
  • Provide prompt and accurate responses to customer inquiries via phone and email.
  • Assist customers in identifying their needs and providing solutions or guidance.
  • Utilize the OV back-end office portal to understand customer requirements and prevent potential problems.
  • Collaborate with customers to resolve issues; escalate when necessary to tier-2 support.
  • Update internal databases and FAQs with common technical issues and valuable customer discussions.
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure issue resolution.

This role is essential in ensuring customer satisfaction and driving business growth.