Technical Support Expert

19 hours ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱24,000 - ₱32,000
Technical Support Specialist
About the Role

We are seeking a skilled and detail-oriented Technical Support Specialist to join our support team. As the primary point of contact for customers, you will be responsible for resolving technical issues and providing exceptional customer service.


Key Responsibilities:
  • Respond to customer inquiries via email within 20 minutes.
  • Set up follow-up tasks for the day, including potential follow-up calls with Tier 2 support.
  • Take incoming calls as the frontline support representative.
  • Check voicemails on the 3cx system, ensuring that all messages are responded to promptly.
  • Open tickets for all calls except those classified as ghost or wrong-number calls.
  • Update ticket times to reflect the duration of each call.
  • Tag relevant resources, such as Derek Moore for pending quotes.
  • Escalate calls to Tier 2 when necessary, either due to unresolved issues or for clarification.
  • Keep calls concise, aiming for an average handling time of 6 minutes and 30 seconds.
  • First-call resolution is not always required; instead, focus on isolating issues, gathering details, verifying information in tools, and troubleshooting to resolve customer concerns.
  • Conclude each call by reviewing the case summary to confirm the outcome at the end of the shift and start of the next shift.
  • Communicate primarily through email, sending work orders to clients as needed.

Requirements:
  • Prior experience in customer service or technical support is preferred.
  • A basic understanding of computer systems, software, and networking concepts is essential.
  • Strong communication skills, both verbal and written, are necessary for success in this role.
  • The ability to troubleshoot and solve problems effectively is crucial.
  • Familiarity with help desk ticketing systems and remote support tools is beneficial but not required.

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