As a Technical Support Agent, you will serve as the main point of contact for customers seeking assistance with software and hardware issues. You will diagnose and resolve inquiries efficiently, guide customers through troubleshooting, and simplify technical concepts. Your role also includes assisting with account-related inquiries, educating customers on self-service resources, and logging interactions in the CRM while escalating complex issues as necessary.
Responsibilities
Handle inbound technical support inquiries through phone, email, or chat.
Guide customers through troubleshooting processes for software and hardware issues.
Diagnose and resolve customer issues efficiently within established response time goals.
Escalate unresolved or complex issues to the appropriate technical teams, ensuring all necessary information is included.
Log and track all customer interactions, issues, and resolutions in the company’s CRM or ticketing system.
Provide recommendations for optimizing software and hardware performance.
Clarify technical concepts in simple terms to non-technical customers.
Educate customers on available resources, such as online help centers or community forums, for self-service assistance.
Assist customers with account-related inquiries, including login issues, account settings, and billing questions.
Handle inbound technical support inquiries through phone, email, or chat.
Guide customers through troubleshooting processes for software and hardware issues.
Diagnose and resolve customer issues efficiently within established response time goals.
Escalate unresolved or complex issues to the appropriate technical teams, ensuring all necessary information is included.
Log and track all customer interactions, issues, and resolutions in the company’s CRM or ticketing system.
Provide recommendations for optimizing software and hardware performance.
Clarify technical concepts in simple terms to non-technical customers.
Educate customers on available resources, such as online help centers or community forums, for self-service assistance.
Assist customers with account-related inquiries, including login issues, account settings, and billing questions.
Skills and Qualifications
Strong understanding of software and hardware systems, troubleshooting methods, and common technical issues.
Commitment to providing excellent customer service and maintaining a positive attitude.
Ability to convey technical concepts in simple terms and actively listen to customer concerns.
Able to align designs with brand style and messaging.
Strong analytical skills to diagnose issues effectively and propose suitable solutions.
Ability to prioritize tasks and manage time efficiently to meet response time goals.
Precision in documenting customer interactions and issue resolutions in the CRM.
Strong understanding of software and hardware systems, troubleshooting methods, and common technical issues.
Commitment to providing excellent customer service and maintaining a positive attitude.
Ability to convey technical concepts in simple terms and actively listen to customer concerns.
Able to align designs with brand style and messaging.
Strong analytical skills to diagnose issues effectively and propose suitable solutions.
Ability to prioritize tasks and manage time efficiently to meet response time goals.
Precision in documenting customer interactions and issue resolutions in the CRM.
Excellent communication and problem-solving skills.
Excellent communication and problem-solving skills.
Education and Experience
At least high school or K-12 graduate.
Proficiency in using support tools, including ZenDesk, Google Suite, and Jira.
2-4 years of technical support experience, preferably in a SaaS technology environment.
At least high school or K-12 graduate.
Proficiency in using support tools, including ZenDesk, Google Suite, and Jira.
2-4 years of technical support experience, preferably in a SaaS technology environment.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!