Technical Support Representative

4 days ago

Makati City, National Capital Region, Philippines beBeeCustomer Full time ₱600,000 - ₱1,200,000

Job Summary

  • We are seeking a Technical Support Specialist to join our team.

Job Description

The core mission of this role is to provide timely, correct, and complete technical solutions (basic to advanced) to clients via call, chat, and/or email. This individual will be the front liner in ensuring that customers have a positive experience.

This Technical Support Specialist will meet or exceed performance targets set by clients and the organization.

Key Responsibilities
  • Provide technical support via phone, chat, and/or email for online payment accounts for high-value clients in a 24/7 environment.
  • Assist with product or application-related inquiries.
  • Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
  • Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
  • Redirect/escalate issues to appropriate resources for high-profile customer issues.
  • Update the team's knowledge base when necessary.
  • Ensure there is a thorough understanding of customer queries and issues.
  • Develop and maintain positive customer relations by coordinating with various functions within the organization to ensure customer requests are handled promptly.
  • Follow up and make scheduled call backs to customers as necessary.
  • Attend client meetings and trainings.
  • Support and respond to customers in a wide variety of queries (basic to advanced).
  • Adhere to agreed processes, meeting required work standards, targets and objectives.
  • Completely and accurately write review notes.
  • Must be amenable to render overtime based on business needs.
  • Assist in adhoc work assigned by immediate supervisor.

Shift Schedule

  • Shifting schedule depending on business needs.
  • Will to work onsite at least twice a week.

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