[Pioneer Team] Technical Support Representative

Tap Growth ai


Date: 5 hours ago
City: Taguig
Contract type: Full time
We're Hiring: Technical Support Representative!

We are looking for experienced candidates to provide phone-based support to international customers in a technical process.

  • This individual will provide customers with the highest level of support including technical troubleshooting, account maintenance ,provide customer education and triage issues to Level-2 and Customer Care team.
  • The ideal candidate must be able to understand basic troubleshooting methodologies for a consumer technology product with excellent focus on customer service.
  • They must have the ability to monitor, follow up and take complete ownership of customer issues.

As a Technical Support Representative, you’ll work directly with our customers over phone.

  • Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality.
  • Our ideal hire is motivated by what we’re doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers.

Roles & Responsibilities

  • Handle customer issues via phone calls for a technology product in home network
  • Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
  • Provide active updates to the customer until the issue has been resolved
  • Triage issues to Level-2 and Customer Care team in other global locations
  • Accurately document cases in-line with process requirements
  • Draft and send email follow-ups to the customer about cases that are being handled
  • Maintain a positive attitude and calmly resolve issues customers face with the product

Other Skills

  • Excellent oral and written communication skills
  • 1-2 years experience in providing phone-based support for customers in a technical process.
  • Well versed in computer systems and navigating mobile apps.
  • Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.
  • Exhibit Highly customer-centric behavior.
  • Hands-on problem-solving ability.
  • The ability to communicate technical information in an accessible manner to non-technical customers.
  • Good understanding of customer service processes, tools and best practices with a strong customer- centric focus.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to multi-task (Speak to customers on phone and type case notes in concurrence).

Location: BGC, Taguig, Philippines

Work Mode: 100% Onsite

Role: Technical Support Representative

Ready to help customers succeed? Apply now and join our support team!

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