Call Center Technician

9 minutes ago

Manila, National Capital Region, Philippines PEAKE Technology Partners, An Omega Systems Company Full time

Position Summary
: The Call Center Technician provides Tier 1 technical support, assisting customers with website access issues, browser troubleshooting, camera and audio setup, and other basic technical problems. This role demands excellent communication skills, a strong understanding of IT basics, and a commitment to customer satisfaction.

Key Responsibilities:

  • Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience.
  • Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries.
  • Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate.
  • Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system.
  • Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques.
  • Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules.
  • Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution.

Qualifications
:

  • High school diploma or equivalent; technical certification in IT support or related fields preferred.
  • Previous experience in technical support or customer service roles, with a focus on troubleshooting browser issues, camera issues, logon and security issues.
  • Strong communication, analytical, and problem-solving skills.
  • Familiarity with common web browsers, audio/video configurations, and basic IT concepts are required.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Willingness to work a schedule aligned with daytime US business hours, which correspond to overnight hours in the Philippines
  • Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks

Salary
: $1,200 USD per Month

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