Technical Support - Tech, Sales, Chat (DAVAO

About the role

This is a customer support role focused on handling customer needs and concerns through chat. You will identify customer concerns including basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. You will educate customers about support options and steps being taken to resolve issues, provide first call resolution with confidentiality, and manage customer expectations while utilizing available resources.

Key responsibilities

• Listen, handle, and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with the customer
• 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
• Provide first call resolution with confidentiality to customers' concerns and properly set expectations while utilizing available resources
• Manage, install, and uninstall application programs and software
• Engage with customers patiently, tactfully, and efficiently, and provide clear and concise explanations
• Use critical thinking skills to research customer needs and identify solutions
• Collaborate with the team to meet service objectives
• Apply knowledge of products and services
• Sell Value Added Services to customers as part of the resolution

About you

• 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)
• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC's, Routers, Multiplexers, Bridges and Switches)
• Good understanding of PC components and functionality
• Experience with Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets
• Hardware and Software troubleshooting skills
• Familiarity with software installation
• Computer and IT related course is preferred

Benefits

• 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