Technical Support Specialist

2 days ago

Pasig, National Capital Region, Philippines Solid Mark Manpower Services Inc. Full time
Be More at Work

Unleash your full potential at Solid Mark Manpower Services Inc. with a rewarding career that lets you do more and achieve more.

Why Work with Us?
  • Competitive remuneration and great perks
  • Comprehensive medical, insurance, or social security coverage
  • World-class workspaces and engaging activities
  • Strong learning and development plans for career growth
  • Positive culture and flexible working arrangements
  • Coaching and mentoring by experts in your field
  • Join a global company with hundreds of industry awards
Responsibilities

As a Technical Support Representative, you will be responsible for daily customer relations to support client's vision of providing unparalleled world-class customer service support to both local and overseas customers.

You will provide quality customer service, including interacting with customers, answering and resolving software and hardware related issues via our communication channels.

You will take ownership of customer's inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.

You will acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.

You will be able to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to get to a resolution.

You will clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.

You will have a 'can do' positive attitude where you as a true team player will input into identifying team process improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.

You will input into weekly team meetings, supporting your team manager by inputting to reports shared with the wider organization on the health of our customers.

You will proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.

Requirements
  • Minimum 1-year college education or associate/diploma course
  • Minimum 12 months experience in an L2 technical support line of business, preferably TELCO smartphone or point-of-sale devices (POS) technical support
  • Experience in supporting a blended LOB (voice, emails and tickets) is preferred but not required
  • Strong verbal and written English communication skills
  • Amenable to work in rotating shifts
  • Can work in Ortigas Center, Pasig City

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