Technical Support Representative (Iloilo City)

Job purpose:

The Technical customer support representative has the responsibility to advise and assist customers to resolve the technical and non-technical situations raised/ encountered by them, regarding the products and services specific to the project for which assistance is requested, provides support and assistance in using products and services, takes/ registers/ solves requests, notifications and complaints and offers answers to customers, following the predefined flows of managing the requests received specific to the communication channel used with the customers and maintains the database(s) that includes the details of all interactions as well as the most frequent questions/situations encountered.

Key responsibility areas:

• Manage supportive and efficient communication with customers via all communication channels (calls, chat, e-mail, Social Media, webforms etc) on technical and non technical issues related to the Client’s products and softwares in foreign languages;
• Suggests and proposes new documentation and updates to the existing documentation according to the dinamic of the Client’s products and softwares, by presenting full range of outcomes and ROI;
• Finds new steps to solve software errors to satisfy the company's customers;
• Ensure active follows up for own tasks and for supervised TSR jr. with clients to ensure the problem is resolved; reports to Direct Manager any lack of adherence to processes and procedures in place
• Works with the Tier 2 support and Client's team/ representatives to solve existing problems;
• Proposes hardware and software solutions and methods for improvement;
• Evaluates the severity of products/ softwares problems and proposes solutions and/ or priorities based on customer perspective;
• Oversees issues related to Client’s products and software applications, proposes knowledge-based articles on repetitive cases and publishes them after being validated by the direct manager;
• Becomes the first escalation point for other TSRs who had options for issues related to applications used to establish a remote connection;
• If there is no solution, the employee escalates the problem of a top-level technician who will provide the solution/indications for solving the situation, or, the immediate superior; the specialist is the one responsible for transmitting the Client's solution and remains the main binder between the user/ customer and the Conectys partner;

Requirements for the role:

• Excellent written and oral communication skills;
• Demonstrated attention to details and result orientation;
• Resistance to graphic violence, stress and routine activity;
• Collaborate with other colleagues to complete tasks assigned on time and ensure a high level of quality.
• Proficiency on C1 level in English written and spoken
• Windows Operating system understanding and respective applications operating skills,Office tools knowledge;
• Web-based applications and database operating acquaintance and skills;
• Technical understanding: Gadget oriented, passionate about computers or technology; Gaming enthusiastic, knowledgeable about the industry.
• TSR should have been handling a voice account from Telco, Technical, Customer service accounts for at least 2-3 years. They should be familiar with major CX metrics such as NPS, CSAT, VOC and FCR.