Technical Support Specialist

Discover your 100% YOU with MicroSourcing
Position: Technical Support Specialist - Education Technologies

Location: Global One, Eastwood, Libis, QC, Philippines

Work setup & shift: Work From Home | Day shift

Why join MicroSourcing?

You'll Have
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

MAJOR OBJECTIVE:
To be the first of contact for all Educational Technologies support enquiries ensuring we meet a high level of customer satisfaction by following up and resolving any product queries received in a timely and efficient manner.

Key Responsibilities

• Provide first response to incoming customer queries within 24 hours
• Action product support queries within outlined delegations (product replacement thresholds ($400), requests for spare parts etc)
• Liase with category manager and AV team members where further support is required. - Liase with suppliers to request spare parts, technical information and to answer complex product queries.
• Provide superior customer service to direct and indirect customers. Assist our customer service team and sales reps with their queries, in a timely and professional manner. - Resolve and close Product Cases in a timely manner.
• Build and maintain a Product Knowledge Base with detail on frequently asked product questions so as to increase first contact resolution
• Support product and category tasks and requests as needed
• Get to know our technical product suite across Digital Technologies, Interactive AV and Audio Visual and be able to problem solve for customers and sales team.
• Build relationship with tech suppliers to access their customer support as needed.
• Provide administrative support as necessary and work with other teams to achieve outcomes.

Maintain/Develop Key Contacts
Internal

Category Management Team

Education Marketing Team

AV Team

Customer Service

Safety & Compliance Team

Sales Team

External

Suppliers - Existing

Suppliers - New

Qualifications

• University Degree qualified in a relevant field or have relevant industry experience.
• Tech savvy and interested in technology products to be able to provide customer and sales support
• A multi-tasking wizard and superior administrator- our team's a busy environment where there are many balls in the air at one time and being able to not drop them and meet deadlines is key
• An excellent communicator, as you will be liaising with customers, suppliers and working in a team environment
• Comfortable with Microsoft Excel and the world of vLookups
• Passionate about education and the chance to make a difference for students and educators across Australia and New Zealand

About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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