Support Technician

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment Why Join the A-Team? Come for a career, stay for the fun!

• Enjoy 14 months of pay*
• HMO coverage for you and your family
• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role

• Deliver consistent and exceptional customer service, and where possible first call resolution across all products and services
• Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels
• Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized
• Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress
• Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries
• Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control
• Ensure system, service records and documentation are kept up to date with any changes
• Identify complex technical issues for escalation and effectively use the pre-established escalation process
• Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies
• Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions

What You’ll Bring

• 2 years’ experience in a fast-paced call-centre / service desk environment. Preferably in an IT/Telecommunications-related field
• Exceptional customer service skills
• Ability to provide level 1 technical support across all products and services
• An understanding of IT concepts, technologies, and terminologies
• Good typing speed and accuracy
• Excellent written and verbal communication and presentation skills
• Strong Excel, PowerPoint, and Word (or similar) skills

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere
• Impact: Do, get it done, create impact
• Passion: Be positive, bring passion and energy
• Transparency: A transparent team can help each other

What are you waiting for? Join the A-Team and experience the A-Life! Join the A-Team and experience the A-Life!