Tier 2 Technical Support Representative

Summary:

Installs, modifies, and makes minor repairs to software systems, and provides technical assistance and training to system users.

Essential duties and responsibilities include the following:

• Trains support staff to load specified software packages

• Trains support staff to install or assist service personnel in installation of software

• Works as a client liaison for Vendor issues during troubleshooting

• Meet department production guidelines for Installs (DTI)

• Recommends or performs minor remedial actions to correct problems through troubleshooting

• Works with assigned offices to get data when on the DE Exception report

• Assists clients with Updates, calls client to remind them to update

• Provides updates, status, and completion information to manager, through Help Desk Tickets, and/or users, via voicemail, email, instant message system, or in person communication

• Completes follow ups and updates open memos with all work until resolved

• Replaces defective or inadequate software packages

• Assist other employees as needed with troubleshooting

• Attain high level of knowledge regarding troubleshooting, company information, and vendor work

• Coping with job stress, getting along with customers, co-workers, management, accepting criticism, staying alert while on duty

• Handle incoming issues for eligibility, dental benefits, plan matching, and linking

• May be required to adjust daily schedule to accommodate trainings (on an as-needed basis)

• Assist in resolving customer needs and answers client complaint calls

• Other duties may be assigned

Desired Skills & Knowledge:

• Must have finished at least 2 years of college education

• At least 2-5 years of continuous Tier 2 Technical Support experience in a BPO company

• Excellent English communication skills - both written and verbal

• High level of comprehension and analytical skills

• Strong administrative skills - Accurate typing & spelling is essential to this role

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

• Knowledge of MS Outlook, MS Internet Explorer, MS Excel, MS Word, and different operating systems

• Willing to work full-time night shift

• Willing to work on-site

Work Schedule: Night Shift

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it

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Enjoy the following benefits:​

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

or

Quick apply online If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).