Support Technician

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Position Title: Support Technician Division: Infrastructure & Operations Location: Metro Manila, Philippines Position Manager: Program Manager/ Operations Manager/ Senior Operations Manager Direct Reports: No Created Date: 16-Oct-23 Review Date: 16-Oct-24

We're an award-winning global outsourcer providing a suite of contact center and back-office services. We're proud of our success as Australia's largest outsourcer to the Philippines and as our Support Technician, you'll continue to drive success for our accounts.

As an Acquire BPO employee, you are responsible for complying, enforcing policies and procedures designed to achieve information security. You are also responsible for protecting Personal Identifiable Information (PPI) that you may process during your employment at Acquire BPO.

DUTIES AND RESPONSIBILITIES

Deliver consistent and exceptional customer service, and where possible first call resolution across all Vocus products and services.

Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.

Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.

Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.

Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.

Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.

Ensure system, service records and documentation are kept up to date with any changes.

Identify complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.

Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.

Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.

Internal Use

Position Description

Workforce, Analytics and Capability Lead

Restricted

Internal Use

The above statements are intended to describe the general nature and level of work being performed by people

assigned to this classification. They are not intended to be construed as exhaustive list of all responsibilities and

skills required of personnel so classified.

Active self-development such as participation in workshops, courses, and certifications where applicable.

Comply with continuous improvement initiatives, management systems and established processes.

Any other duties as required by departmental Team Leads or Managers.

Other duties as requested by Management, not limited to the above.

SPECIAL WORKING CONDITIONS

This position may require after-hours availability to facilitate critical support timelines.

KEY SELECTION CRITERIA

2 years' experience in a "fast-paced" call-centre / service desk environment. Preferably in an IT/Telecommunications-related field.

Exceptional customer service skills

Ability to provide level 1 technical support across all products and services

An understanding of IT concepts, technologies, and terminologies

Good typing speed and accuracy

Demonstrated ability to perform well in a team environment, and autonomously where required

Excellent written and verbal communication and presentation skills

Strong Excel, PowerPoint, and Word (or similar) skills

Excellent time management and prioritization of workload

Demonstrate professional conduct at all times

Demonstrate an ability to understand customer requirements and to meet and exceed customer expectations

Ability to meet deadlines, priorities duties and gain co-operation of others

Good time management skills and attention to details

Highly organized

Join the A-Team and experience the A-Life