Help Desk Professional

6 days ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱150,000 - ₱250,000

Seeking a motivated and skilled professional to fill the role of Technical Support Engineer.

Job Description

This is an entry-level position for those seeking a career in technical support. As a Technical Support Engineer, you will serve as the initial contact for customers seeking assistance with our products and services. You will be responsible for providing exceptional customer service via phone, email, and chat support.

  • Check emails – respond to emails within 20 minutes.
  • Set up follow ups for the day – may require follow-up calls (Tier 2 advised).
  • Take calls – frontline inbound calls.
  • Check voicemails (5 min) – do not exceed 5 minutes in leaving voicemails.
  • Opening TTs – for all calls except ghost and wrong-number calls.
  • Putting time against TTs – updating ticket time.
  • Tagging resources – manually tag resources for pending quote.
  • Escalate to T2 – escalate when T1 cannot resolve, for clarification or advise on how to proceed on a call.
  • Keep calls to 6 min 30 sec – Average Handle Time (AHT).
  • First call resolution – isolate, gather all pertinent details, verify in tools, and troubleshoot to resolve the guest concern if escalated.
Responsibilities Continued
  • Wrap up – review cases created or escalated to confirm what happened at end of shift and at start of the shift.
  • Replying to clients – most communication goes through emails.
  • Sending Work Orders to clients – send email of work order to clients when needed.
Required Skills and Qualifications

To succeed in this role, you should possess:

  • Previous experience in a customer service or technical support role is preferred.
  • Basic understanding of computer systems, software, and networking concepts.
  • Strong communication skills, both verbal and written.
  • Ability to troubleshoot and solve problems effectively.
Benefits

We offer a dynamic and supportive work environment that allows for growth and development opportunities. If you are a motivated and detail-oriented individual who enjoys problem-solving and working with technology, we encourage you to apply.

Please note that this is a general job description and is subject to change based on business needs.

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