Technical Support Agent

About EmpowerU, Inc.:

EmpowerU, Inc. Is not just a company; it's a movement. Born from the core of a global powerhouse in November 2019, we've soared on the wings of our team's resilience and excellence. Our work-life blending culture, unwavering teamwork, and commitment to results are what make us unique. At EmpowerU, you're not just an employee; you're an integral part of a community that thrives on the 4Cs: Care, Communication, Camaraderie, and Commitment. Join us and be a part of a company that not only cares for its clients but also its team members, fostering a nurturing environment that encourages growth and satisfaction.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Job Overview:

We are seeking a dedicated and skilled Technical Support Specialist to join our team. This role is crucial in providing top-notch technical support to our customers, helping them optimize their use of our platform and maximize their productivity. If you have a passion for technology and a knack for solving complex issues, we want to hear from you

Key Responsibilities:

• Providing technical support to customers, troubleshooting issues related to our platform's functionality, features, and integrations, helping them optimize their use of our platform and maximize their productivity.
• Collaborating with our technical teams to escalate and resolve complex technical issues that require further investigation or specialized expertise.
• Assisting customers with setup, configuration, and troubleshooting of software components, ensuring smooth integration with our platform.
• Documenting and tracking customer issues and resolutions in our CRM, maintaining accurate and detailed records for reference and analysis.
• Staying updated on product updates, new features, and technical advancements, continuously expanding your knowledge and expertise to better assist customers.
• Responding to customer calls, emails, and live chat queries with professionalism and expertise, leveraging your product knowledge to provide accurate and helpful assistance.
• Monitoring all inboxes regularly to review and respond accurately and efficiently to client emails on a timely basis, ensuring that each inquiry receives a comprehensive response or a holding email while further investigation is conducted.
• Ensuring that all emails in their personal inbox and group mailboxes are managed within SLA (with an average response time of 45 mins or less), demonstrating efficiency and attentiveness to client communications.
• Respond to incoming calls within 5 seconds or less and address the client's concern. Any missed calls must be promptly returned within 24 hours to uphold our commitment to excellent customer service.
• Responding to customer inquiries and resolving issues in real-time through live chat, adhering to established chat support guidelines and procedures, including response time targets, quality assurance standards, and confidentiality requirements, while maintaining a high level of accuracy and responsiveness, ensuring that each customer receives prompt and effective assistance.
• Working diligently to build and maintain customer confidence in our brand, ensuring that every interaction leaves a positive impression.
• Identifying opportunities to promote additional products and services where relevant, contributing to the growth and success of the organisation.
• Demonstrating a thorough understanding of regulatory requirements and industry standards relevant to our products and services, ensuring that all interactions with customers adhere to applicable compliance guidelines.
• Adhering to scheduled work hours and shifts, arriving promptly at the designated start time, and remaining available until the end of your shift.
• Adhering to quality assurance measures and performance metrics established by the organization, striving to consistently meet or exceed targets for customer satisfaction, response times, resolution rates, and other key indicators.
• Participating in cross-functional collaboration with other departments, such as Sales, Marketing, or Product Development, to address customer needs or implement new initiatives.
• Assisting with special projects or initiatives aimed at improving customer satisfaction, operational efficiency, or team performance.

What We're Looking For:

• 2-3 years of relevant experience in technical support or a related field.
• Candidate must possess at least Bachelor's Degree in any field.
• Technical proficiency in software and hardware support.
• Strong communication skills for clear customer interactions.
• Customer-centric approach with problem-solving abilities.
• Attention to detail and adherence to procedures.
• Ability to collaborate effectively in a team.
• Excellent time management and organizational skills.
• Commitment to continuous learning and compliance awareness.
• Work From Home setup - candidates are required to have a conducive work from home set up with stable internet connection of at least 20mbps.
• Willing to work night shifts and be available on weekends and Philippine holidays.