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Technical Support Representatives

1 Year or Less
High School Graduates are Welcome
Established in 2017
1001-5000 Employees
Matina Aplaya, Davao City, Davao del Sur
Total vacancies for this job title: Over 50
Posted On: September 7, 2021
Job ID: 388211

Details

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.
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.
  • Ability to work from home in a quiet environment free of background noise and interruption.
  • 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 & 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.
  • Familiar with software installation.
  • Must have a strong and stable internet connection at home.
  • With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
Experience, Education, Age:
  • At least 1 year of Technical Support 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 a plus.
  • Completed Senior High School or it's equivalent (2nd year college).
  • Computer and IT related course is a plus. (not required but preferred).
  • Legal age of employment

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