Technical Support Representative (TSR- DAVAO)

About the role

As a Technical Support Representative, you will address customer needs and concerns with empathy, resolving issues related to troubleshooting, system functions, and installations. Your role involves educating customers on support options, aiming for first call resolution while maintaining confidentiality. Proficiency with various devices, internet navigation, and email management is essential for success in this role.

Duties and Responsibilities:

• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.
• Educate the customer’s support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Managing, installing, uninstalling, application programs and software.
• Experience with the following devices:
• Personal computer (PC) or Apple Mac computer
• Smartphones, Digital Music Players, Tablets
• Music downloading and organizing
• Understanding of internet concepts and features:
• Navigation to web addresses
• Internet security, secured connection - SSL
• Manage usernames and passwords for multiple sites
• Search engines, concepts, words, and the ability to search the internet for specific information in a timely manner
• Email application functionality including:
• Access and navigate, as well as full feature use of web based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email)
• Ability to organize email, maintain folders, manage attachments and downloads. In addition to the basic qualifications

Qualifications:

• Soft Skills

• Excellent English communication skills.

• Advanced problem-solving skills and effectively communicate with customers and work groups.

• Preferably can communicate with customers at various technical levels using common terms.

• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.

• Ability to multi-task and have organizational skills.

• Ability to work under pressure in a positive culture.

• Willingness to work in a Technical account environment.

• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

• Technical Skills

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).

• Good understanding of PC components and functionality.

• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.

• Hardware and Software troubleshooting skills.

• Familiar with software installation.

• atleast 1-2 years of Technical Support and Customer Service experience preferably with basic to intermediate knowledge in troubleshooting (cable, internet, phone services, VOIP) in a call center environment.

• Technical Support experience in a Telco program is required.

• Must demonstrate a strong willingness and enthusiasm for sales and upselling.

• Completed Senior High School or its equivalent (2nd year college).

• Computer and IT related course is a plus. (not required but preferred).