Customer Support Technical Representative

We're Hiring: Customer Support Technical Representative

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered

We are currently on the lookout for a Customer Support Technical Representative to join our team at Cloudstaff, the #1 workplace everywhere Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant

Role
: Customer Support Technical Representative

Work Arrangement
: Work from Office

Location
: Philippines - Cebu

Schedule
: Night shift

Primary Role:

The Customer Support Technical Representative is responsible for answering all requests from internal and external customers about technical issues for our products. Incumbent will be responsible for diagnosing technical customer issues and providing associated resolution for ultimate customer satisfaction. Incumbent works in a call center environment on a phone queue taking an average of 40-50 inbound calls per day. Position involves high degree of technical aptitude and professionalism. Incumbent may also be cross-trained in other related departmental positions.

70% Customer Contact

• Participate in team meetings & support process changes with relevant data.
• Provide technical assistance to internal and external customers using both oral and written communication skills. This includes diagnosing the problem and assisting the customer with possible solutions.
• Maintain contact with customer accounts and end-users through phone contact, email, faxes and written correspondence.
• Explain and administer company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.)
• Communicate effectively with internal customers (within Customer Support and other appropriate departments) on the status of current field issues, and assist in determining corrective action to ensure Precor customer satisfaction.
• Collect warranty information and data to ensure proactive approach to potential field issues.
• Consult with management to review process changes and implementation plans.
• Track job functions to properly ascertain capacity.

20% Part Orders

• Assist customers with part orders through an on-line computer system. (This includes data-entry of customer numbers, part numbers, quantity, etc.)
• Assist customers in the identification of required parts using product diagrams, bills of materials and schematics.
• Interface with other departments to ensure proper parts order processing.

10% Total Quality

• Actively pursue continuous improvement to meet or exceed customer needs.
• Condense data for analysis and reporting purposes.
• Participate in new processes to help the company achieve revenue, profitability, and market share targets through increased efficiencies.
• Assist with special projects as needed.
• Perform other duties as assigned.

Qualification and requirements:

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.

Education:

• Associates degree in electronics, Technical School Degree or equivalent technical training preferred.

Experience, Skills and Abilities:

• Minimum of 3+ years customer service experience-working within a call center environment required.
• Minimum of 3+ years applicable technical experience required. (e.g. actual repairs of electro-mechanical equipment at customer locations).
• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.
• Experience with a variety of computer programs at an advanced level (Word, Excel, Outlook, Internet, etc.)
• Keyboarding skills of 45+ words per minute.
• Familiarity with a fast-paced environment that has a high volume of phone calls, email, and a consistent work load.
• High proficiency of organizational & multi-tasking skills.

Competencies:

• Customer Focus – solicits and uses feedback for continuous improvement. Strives for quality and excellence.
• Accountability – takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
• Teamwork – Actively assists to move the team toward the completion of goals
• Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.
• Collaboration - Establishes collaborative relationships to achieve objectives
• Decision Making – Using effective approaches for choosing a course of action or developing appropriate solutions.
• Adaptability – Adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Conflict Resolution - Using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Non-negotiable skills & requirements:

• Minimum of 3+ years customer service experience-working within a call center environment required.
• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**