Technical Support Expert
4 days ago
Rise is a mission-oriented business that aims to accelerate internet access in the Philippines. We foster a performance-based culture where team members take ownership and exceed expectations.
As a Technical Phone Support Specialist, you will provide excellent customer service and basic technical assistance to our end clients experiencing issues with internet services. The ideal candidate will have effective communication abilities and a customer-first approach to basic troubleshooting and proper endorsement to Network Engineers.
Duties and Responsibilities:- Serve as Level 1 support, answering inbound customer calls and providing basic technical assistance for troubleshooting service issues.
- Identify connectivity problems reported by the customer and capture it completely to be transferred to Network Engineers for in-depth troubleshooting or Field Engineers for fiber restoration.
- Document customer interactions, issue resolutions (if applicable), and follow-up steps accurately in the ticketing system.
- Perform outbound calls to clients if needed to provide updates on the status of their reported issues.
- Endorse and escalate complex issues to Network Engineers.
- Maintain professional and courteous communication with customers at all times.
- Ensure timely follow-ups on unresolved issues to enhance customer satisfaction.
- At least 6 months to 1 year of experience in technical support, helpdesk, or customer service.
- A strong drive for career growth and development.
- Excellent verbal and written communication skills to interact effectively with customers.
- Problem-solving and critical-thinking abilities to diagnose and troubleshoot issues efficiently.
- Ability to multitask and adapt in a fast-paced support environment while maintaining accuracy and professionalism.
- Flexible and available for a shifting schedule.
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Technical Support Expert
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