Technical Support Specialist
New
Philippines, AU Business Hours (approx. 7:00 AM – 4:00 PM PHT)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 2 years' experience in a technical and customer support role
- Required Skills
- Problem SolvingTechnical supportCRMCustomer support
Requirements
- Minimum of 2 years' experience in a technical and customer support role
- Familiarity with CRM/ticketing systems
- Excellent communication skills, both written and verbal
- Proficient in using chat, email, and phone systems
- Knowledge of technical terminology and concepts
- Ability to work independently and in a team environment
- Customer service-oriented mindset
- Strong problem-solving abilities
- Experience in the IT industry is a plus
- Own equipment (Laptop or Desktop) at least core i7 with 16 GB RAM and a back-up equipment
- Stable internet connection (at least 100 MBPS upload and download)
- Conducive home-office work set-up and noise canceling headset
Responsibilities
- Respond to support tickets via email, providing timely, accurate, and empathetic assistance to customers.
- Handle inbound support calls, offering effective problem-solving solutions and excellent customer service.
- Maintain a high level of product knowledge to assist with customer inquiries effectively.
- Provide exceptional customer service and support, ensuring customer satisfaction and loyalty.
- Follow up on customer interactions when necessary to ensure resolution and satisfaction.
- Escalate complex issues to the relevant departments when necessary.
- Keep accurate records of customer interactions, transactions, comments, and complaints.
- Provide regular reports on customer service issues and product feedback.
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