As a Technical Support Representative, you will be responsible for identifying customer's concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. You will be carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

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, maintains folders, manages attachments and downloads. In addition to the basic qualifications

Qualifications

Soft Skills

Good to Excellent English communication skills.
Advanced problem-solving skills and effectively communicate with customers and work groups.
Can communicate with customers at various technical levels.
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.
Ability to work from home in a quiet environment free of background noise and interruption.
Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

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).
Extensive 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.
Must have a strong and stable internet connection at home.
With at least 25 mbps subscription; 25mbps download and not less than 10 mbps upload.

Experience, Education, Age

Preferably with 1-year customer service experience/technical support (troubleshooting voice, VoIP, data, and video) in a call center environment.
Completed Senior High School or it's equivalent (2nd year college).
Computer and IT related courses are a plus.
Legal age of employment.

HOME-BASED

Technical Support Representatives (Davao)

₱30,000 - 35,000 per month

2 to 4 Years

Open to Work From Home

With Business Certificates

Established in 2017

Home-based

Posted On: May 12, 2021

Job ID: 377439

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