Senior Technical Support Specialist

2 days ago

Lipa City, Calabarzon, Philippines beBeeTechnical Full time ₱5,000 - ₱10,000
Job Description

As a Technical Support Representative, you will play a key role in providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.

The work environment is fast-paced, with a focus on providing support to customers, partners, and colleagues. A successful Technical Support Advocate must maintain composure, exhibit professionalism, understand services and team needs, and deliver the highest level of client satisfaction.

Key Responsibilities:

  • Installs, modifies, and makes minor repairs to computer hardware and software systems.
  • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
  • Maintains system functionality by testing computer components.
  • Helps design and implement networks.
  • Consults with users to determine appropriate hardware and software needs and assists in placing orders.
  • Maximizes computer systems capabilities by studying technical applications and making recommendations.
  • Tests compatibility of new programs with existing ones.
  • Gathers data to identify and evaluate technical purchasing options.
  • Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
  • Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
  • Installs software and necessary applications for workflow.
  • Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
  • Maintains system capability by testing computer components.
  • Carries out software, network, and database performance tuning.
  • Documents hardware and software updates.
  • Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
  • Prepares reference material for users by drafting operation instructions
  • Support other team members to ensure program success
Required Skills and Qualifications

To succeed in this role, you must have:

  • 2 years of technical support experience: Preferably supporting customers via email and chat.
  • Experience in providing technical support: installing and uninstalling apps from phones and computers.
  • General knowledge of how web-based and mobile apps work.
  • Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
  • Ability to thrive in a dynamic and evolving environment – must be adaptable.
  • Metrics-driven and proven ability to handle a high volume of customer interactions.
  • Strong conflict resolution skills and even temperament in challenging situations.
  • Native or near-native written and spoken English.
  • Ability to properly understand and convey tone via written communications.
  • Creative problem-solving skills.
  • Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
  • Loads of empathy – you genuinely care
  • Proactive attitude and ability to work with limited supervision.
Benefits

We offer:

  • Flexible work schedule.
  • Passion for Customer Experience.
  • A proven ability to work remotely as part of a team but also with little direction is highly desired.
Others

Additional details include:

  • Private Health Insurance
  • Training & Development

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