Technical Support Representative

6 days ago

Cebu City, Central Visayas, Philippines Helpware Full time

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Responsibilities:

  • Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
  • Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
  • Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
  • Prioritize the resolution of support tickets based on the criteria set by the Client POCs
  • Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
  • Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.

Qualifications:

  • 1+ years relevant work experience
  • Exceptional time and project management skills. Ability to manage workload while understanding return on time investment.
  • Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none.
  • Ability to influence both technical and business audiences.
  • Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to different audiences within a customer engagement.
  • High degree of comfort managing multiple, competing priorities in ambiguous environments.
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail.
  • Demonstrated customer service orientation.
  • Ability to work both independently and within a team environment.

Job Types: Full-time, Permanent

Benefits:

  • Paid training

Work Location: In person

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