Technical Support Representative - Philippines, Eastern Visayas, Pilipinas - Boldr

Boldr Philippines, Eastern Visayas, Pilipinas

3 araw ang nakalipas

Buong oras

Paglalarawan

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

Installs, modifies, and makes minor repairs to computer hardware and software systems
Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity
Maintains system functionality by testing computer components
Helps design and implement networks
Consults with users to determine appropriate hardware and software needs and assists in placing orders
Maximizes computer systems capabilities by studying technical applications and making recommendations
Tests compatibility of new programs with existing ones
Gathers data to identify and evaluate technical purchasing options
Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications
Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs
Installs software and necessary applications for workflow
Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers
Maintains system capability by testing computer components
Carries out software, network, and database performance tuning
Documents hardware and software updates
Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies
Prepares reference material for users by drafting operation instructions

Requirements

2+ years of technical support experience: Preferably supporting customers via email and chat
Experience in providing technical support: installing and uninstalling apps from phones and computers.
General knowledge of how web-based and mobile apps work.
Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
Ability to thrive in a dynamic and evolving environment – must be adaptable.
Metrics-driven and proven ability to handle a high volume of customer interactions.
Strong conflict resolution skills and even temperament in challenging situations.
Native or near-native written and spoken English.
Ability to properly understand and convey tone via written communications
Creative problem-solving skills.
Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
Loads of empathy – you genuinely care
Proactive attitude and ability to work with limited supervision

Plus Requirements

Support the team by executing initiatives and collaborating on projects.
Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
Flexible work schedule.
Passion for Customer Experience.
A proven ability to work remotely as part of a team but also with little direction is highly desired.

Benefits

SSS
Pag-ibig
Philhealth
HMO on day one
13th month pay
Paid incentive leaves
Personal time-offs (PTOs)
Sick leave

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