Technical Support Representative - Up To 40k Monthly

Job Description

• Communicates with customers via telephone or written correspondence to provide information and assistance.
• Operates computer/on-line guidelines for the purpose of responding to customer inquiries.
• Resolves customer issues on first contact.
• Follows escalation procedures as needed.
• Safeguards important customer and company information in order to maintain confidentiality.
• Crafts response to customer in a clearly written communication using proper grammar and syntax. Conveys information in a succinct manner.
• Using mail, email, and fax, communicates with customer who has often made multiple attempts to resolve their issue(s). The Engagement Specialist may need to diffuse negative emotions with the customer in order to re-establish trust. Demonstrates high level of customer service to assure customer satisfaction.
• Checks mail, fax and email to provide customer assistance. Reviews written requests to identify issues for problem resolution. Utilizes existing resources including scripts to formulate intervention and potential problem resolution. Determines best method to gain further information if needed, via email or phone contact with the customer. Relies on knowledge of a variety of topics in order to resolve the customer’s issue. May need to interface with other departments.
• Completes, processes, and maintains applicable paperwork and records.
• Follows escalation procedures as needed.
• May perform other related duties and responsibilities as assigned and/or required.

Job Requirements

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

Job Specifications*

• Attitude/ Behavioral Competencies
• Business Orientation
• Leadership
• Differential Thinking
• Systems Thinking
• Strategic Perspective and Execution
• Change Management
• Interpersonal Skills
• Customer Focus
• Skills/ Functional Competencies
• Ability to resolve more complex issues.
• Business Solutions & Delivering Innovative Solutions
• Client/ Customer Management

Knowledge (Qualifications and Experience)

• Qualification(s): Minimum high school diploma
• Experience: Preferably with technical support or sales background.

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Free parking
• Gym membership
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Transportation service provided

Schedule:

• Rotational shift

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Application Question(s):

• For how long have you been in the BPO industry?
• Do you have a Technical Support or Sales background (BPO or Non BPO)?

Work Location: In person