Technical Support Representative

1 day ago

Makati City, National Capital Region, Philippines Adventure Consultancy Solutions Philippines Inc. Full time

Job Description

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email.

Technical Support Representatives are the client's front liners in ensuring that the client's customers will have a positive customer experience. Technical Support Representatives are expected to meet or exceed the performance targets set by the client.

WHAT WILL YOU DO?

  • Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment. This is a pioneer account.

  • Assist with product or application-related inquiries.

  • Provide technical support to customers on operational or maintenance aspects of system equipment by:

  • Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.

  • Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.

  • Redirect/escalate issues to appropriate resources for high-profile customer issues.

  • Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.

  • Follow up and make scheduled callbacks to customers as necessary.

  • Update the team's knowledge base when necessary.

  • Attend client, meetings and training.

  • Support and respond to customers in a wide variety of queries (basic to advanced).

  • Ensure that there is a thorough understanding of customer queries and issues.

  • Adhere to agreed processes, meeting required work standards, targets and objectives.

  • Completely and accurately write review notes.

  • Must be amenable to render over time based on business needs.

  • Assist in adhoc work assigned by immediate supervisor

Qualifications & Requirements:

  • Background in online payment accounts

  • Minimum of 2 years related experience (Open to Fresh Graduates who pass logical exam 8/10)

  • Strong troubleshooting skills (software/hardware)

  • Familiar with API infrastructure and basic programming (Java, C++, Back-end)

  • Experience in app development

  • Proficient in Google Suite

  • Strong communication skills

Benefits:

  • Comprehensive Salary Package

  • Day 1 HMO coverage

  • Life Insurance

  • Profit Sharing (annual and performance-based

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