Technical Customer Service

2 weeks ago

Malabon, Philippines Nashantoo Trading Full time ₱180,000 - ₱240,000 per year

Job Description:

I. Technical Support & After-Sales (70%)

Key Responsibilities (KRs)

In-house Product Inspection & Content Production 40%

    1. Equipment Repair & Diagnosis: Receive and meticulously inspect returned faulty equipment. Perform detailed troubleshooting, including password resets, fault identification, and determining necessary hardware repairs or replacements.
    1. Vendor Liaison: Coordinate with product suppliers or internal repair teams to manage the return, repair, or replacement process for defective units.
    1. Content Creation: Conduct and record unboxing, initial setup, and basic troubleshooting procedures for new devices to create instructional videos and documentation for customer guidance.

Customer Service & Remote Guidance 30%

    1. Pre-Sales Tech Consulting: Respond to customer inquiries via online chat, email, and phone regarding CCTV and networking products, advising on the optimal product selection and technical solutions based on client needs.
    1. Remote After-Sales Support: Provide step-by-step guidance over the phone or online for product installation, configuration, networking, and basic troubleshooting.
    1. Incident Management: Handle remote issues like password resets and device health diagnostics, accurately determining if a device requires physical return for repair.

II. Administration & Field Support (30%)

Administrative & Operational Assistance 10%

  1. Data Reporting: Compile and analyze customer feedback, common fault types, and repair data, preparing reports and presentations for internal management review.

  2. Documentation: Draft professional emails, memos, and technical documentation, ensuring clear and concise communication with colleagues and clients.

Field Installation & Debugging 20%

  1. Field Support: Occasionally assist the team with off-site duties, including on-site installation, configuration, and technical commissioning of client equipment.

Skills and Qualifications

  • Technical Expertise: Mandatory experience with basic setup, installation, and troubleshooting of CCTV equipment (e.g., cameras, NVR/DVR) and networking products (e.g., routers, PoE switches).
  • Learning & Growth Mindset: Highly valued over formal education. A strong desire to learn, an eagerness to actively seek improvement and professional growth through work experience, and a proactive attitude towards acquiring new technical skills.
  • Hands-on Capability: Proven ability to perform physical equipment unboxing, inspection, basic fault diagnosis.
  • Communication Skills: Excellent verbal and written communication skills with the ability to clearly and patiently guide customers remotely through complex technical procedures.
  • Software Proficiency: Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint) for data compilation and presentation.
  • Professional Conduct & Attitude:
  • Integrity: Must be honest, reliable, and possess a high degree of professional ethics and responsibility.
  • Diligence: A meticulous and grounded approach to work, with a strong focus on quality and efficiency.
  • Long-Term Vision: Demonstrates a long-term mindset for career development, willing to grow and contribute to the company consistently over time.
  • Education (Bonus): A Bachelor's degree in Information Technology, Computer Science, Electronic Engineering, or an equivalent technical field is a plus, but not a requirement.

Job Type: Full-time

Pay: Php15, Php20,000.00 per month

Work Location: In person

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