Technical Support - Tech, Sales, Chat

About the Role

We are looking for a technically inclined and customer-focused Technical Support Associate – Tech Sales (Chat) to assist customers with technical concerns involving computers, mobile devices, internet connectivity, software applications, and email services through chat support. The role combines technical troubleshooting, customer service, and sales by identifying customer needs, providing effective solutions, and recommending relevant value-added services. The ideal candidate has strong analytical skills, excellent written communication, and the ability to deliver a seamless customer experience while meeting service-level agreements (SLAs) and sales targets.

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

Pay: Php18,000.00 - Php23,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person