Technical Support Agent Level 1

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!

Technical Support Agent Level 1

Metro Manila, Philippines

Reporting to: Team Leader or Senior Team Leader

We’re an award-winning global outsourcer providing contact center and back office services. As an agent for Technical Support, you will be required to provide a level of outstanding and unique service for our valued customers.

A SNAPSHOT OF YOUR ROLE

You’re the genie that fulfils our customer’s needs. As an agent for Technical Support, you will be the liaison between the company and its current or potential customers, use of various platforms to support and ensure their service- or product-related problems are addressed in a timely and efficient manner.

As agent, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

Your Day Could See You

• Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, following as needed.
• Answer customer inquiries and transfer calls to the appropriate department as necessary.
• Ensure customer satisfaction by providing exceptional customer service.
• Contribute innovative ideas in the improvement of the customer journey.
• Ensure quality standards, policies and procedures are maintained at all times.
• Ensure complaints are resolved at their level with proper resolutions provided.
• Effectively manage and provide tailored-fit resolution for cancellation and TIO threats.
• Perform other related duties as assigned by management.
  
  

a Bit About You

• Proficient in Microsoft Office.
• Should have a track record of meeting targets and good attendance.
• Excellent verbal and written communication and customer handling skills.
• Ability to multi-task and work in a fast paced, high stress environment.
• Strong organizational and analytical skills.
• Highly self-motivated.
• Must possess a professional, courteous, and resilient attitude.
  
  

What Success Looks Like

• High customer satisfaction.
• Achievement of team’s pre-defined KPIs and SLAs.
• Excellent feedback from customers.
  
  

What We Value

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

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

Join the A-Team and experience the A-Life!