Senior Technical Support Specialist

3 days ago


Cebu City, Central Visayas, Philippines TORCH Solutions Full time
Job Description

TORCH Solutions is seeking a highly skilled Senior Technical Support Specialist to join our team in Cebu Central Visayas.

As a Senior Technical Support Specialist, you will be responsible for providing exceptional customer service and technical assistance through online chat channels. Your ability to effectively troubleshoot and resolve customer inquiries will be crucial to our ongoing success.

Key Responsibilities:
  • Engage with customers: Through online chat, understand and resolve their technical issues in a timely and professional manner.
  • Provide accurate information: Offer precise and up-to-date information to customers, ensuring a positive experience and building trust in TORCH Solutions.
  • Escalate complex issues: Identify and escalate complex issues to the appropriate teams for further investigation and resolution.
  • Document interactions: Maintain detailed records of all customer interactions, facilitating future reference and improvement of our services.
  • Analyze feedback: Identify trends and patterns in customer feedback to help enhance our products and services.
Requirements:

To succeed as a Senior Technical Support Specialist at TORCH Solutions, you will need:

  • Strong customer service skills: Effective interaction with customers through online chat, utilizing your communication and problem-solving abilities.
  • Technical support experience: Proven experience in a technical support or customer service role, preferably in a call centre or contact centre environment.
  • Problem-solving skills: Excellent troubleshooting and problem-solving skills, enabling you to quickly identify and resolve customer issues.
  • Knowledge of software and hardware: Good working knowledge of common software, hardware, and technology-related topics.
  • Communication skills: Proficiency in English, both written and verbal, allowing you to clearly communicate with customers and colleagues.
What We Offer:

We provide a competitive salary and bonus structure, comprehensive health and wellness benefits, opportunities for career development and advancement, a supportive and collaborative work environment, and flexible work arrangements, including the option to work from home.



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