Technical Support Representative

40 minutes ago

Ayala Alabang, National Capital Region, Philippines Gatestone & Company Americas Inc. Full time ₱1,200,000 - ₱1,440,000 per year

Gatestone & Company Americas Inc. (Philippines)

The Role: Technical Support Representative (TSR) - Onsite

Responsibilities:

  • Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues via phone and chat mediums as required.
  • Communicate in a professional, efficient and empathetic manner both by phone and chat with customers experiencing technical difficulties to determine and document problems experienced
  • Diagnose and resolve technical problems encountered by customers using tools, guides and call flows and implement suitable solutions to resolve the customers issues
  • Assist in booking of service calls within guidelines when required.
  • Document customer records efficiently and accurately with log of problems and solutions following the account notation guidelines and quality expectations.
  • Deliver exceptional customer experience while staying within our support scope guidelines
  • Educate customers in realizing the full benefit of the clients products and services and look for opportunities to improve our business and elevate customer experiences
  • Promote and sell the features, advantages, and benefits of client products and services to our customers including pitching mandatory service and product offerings on every call.
  • Employ time management and multi-tasking skills to maintain high service levels
  • Thoroughly document customer interactions and escalate potential service issues
  • Identify opportunities to improve customer satisfaction results
  • Provide feedback to leadership teams to improve environment
  • Various other duties as needed.

Required Skills, Experience & Qualifications:

  • Understanding of computer systems, networking, computer components, LAN, cable and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone. Training is provided but basic knowledge is required.
  • Demonstrated customer service or technical support experience within retail, sales, or call center environments is an asset.
  • Exceptional customer service and communication skills both spoken and written
  • Minimum typing speed of 35WPM with high level of spelling and grammar accuracy
  • Professional and positive business manner and a willingness to help people
  • Ability to work independently and the desire to go above and beyond while contributing to a team's overall success
  • Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations
  • Ability to work within the hours of operation as assigned.
  • A positive "can do" attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity

Job Type: Full-time

Pay: Php26, Php28,000.00 per month

Benefits:

  • Health insurance
  • Paid training

Ability to commute/relocate:

  • Alabang: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

  • Are you amenable to work on Night Shift and Shifting Schedule?

Experience:

  • Technical support: 1 year (Preferred)

Work Location: In person

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