Technical Support - Tech, Sales, Chat

Duties and Responsibilities

• Listen, handle, and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with the customer.

• Ability to identify customer concerns through Chat, including basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.

• Educate the customer about 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, and 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, and manage attachments and downloads. In addition to the basic qualifications

• Engage with customers patiently, tactfully, and efficiently, and provide clear and concise explanations.

• Use Critical thinking skills to research customer needs/identify solutions.

• Collaborate with the team to meet service objectives.

• Apply knowledge of products/services.

• Accurately follow Frontier processes and procedures.

• Meet/exceed productivity goals and SLAs.

• Selling Value Added Services to the customers as part of the resolution.

Technical Skills & ISP Requirements

• 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.

• Familiarity with software installation.

Experience and Education

• At least 1 year Tech & CS experience in any vertical
• At least 1 year Chat experience in any vertical
• Upselling/Sales experience is required, preferably in Telco
• Completed Senior High School or its equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).

Work Set Up, Tools & Location Parameters

• Work Onsite from training to production
• Davao Hiring: Davao City (location should be commutable in 30-45 minutes)

Hours of Operation

• 8AM - 12MN EST (7 days, Mon to Sun)
• Shifting schedule

Training Timelines, Curriculum & Class Size

• 3 Days for FST
• 10 Days for PST
• 10 Days for Nesting
• Ideal class size is 20

Unique Selling Points

• Competitive pay
• Account specific incentives
• Health insurance on Day 1
• Dependent HMO on Day 31st of employees active service
• Life Insurance
• Critical Illness Coverage
• Paid Leave
• People First Culture