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Technical Support Representative

    Technical Support Representative - Philippines, Pilipinas - The Back Room Offshoring Inc.

    The Back Room Offshoring Inc.
    The Back Room Offshoring Inc. Philippines, Pilipinas

    1 linggo ang nakalipas

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    Buong oras
    Paglalarawan
    TECHNICAL SUPPORT REPRESENTATIVE

    Office location:

    Unit 1431 Centuria Medical Makati Century City

    Kalayaan Ave. cor. Salamanca St.

    Brgy. Poblacion, Makati City

    About the Company:

    The Client is a software and service provider for home health, hospice, and outpatient

    therapy agencies. With more than 20 years invested in the health care industry, we have served a

    multitude of diverse home health agencies by providing software solutions and managed services, along

    with exceptional customer services, technical support, training, and education.

    About the Opportunity:

    The position is for Technical Support Representative. You will be working directly with our Support,

    Marketing/Sales, and Customer Success Teams. You will speak with customers or potential customers to

    provide education and information related to products or services.

    Duties And Responsibilities

    • Answer and process customer calls effectively and efficiently
    • Utilize available tools to increase call efficiency and accuracy
    • Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
    • Demonstrate applied knowledge of support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
    • Present a professional and pleasant image of product and company
    • Assist with the installation, applying updates, and or applying patches for the supported application
    • Follow excellent troubleshooting steps by asking effective clarifying questions, and discover underlying causes of concern
    • Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity via online and/or onsite
    • Demonstrate increased patience and understanding when dealing with difficult or escalated callers
    • Exceed customer expectations with outstanding customer service
    • Demonstrate a sense of urgency to the queue, customers, and business objectives
    • Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner
    • Demonstrate strong knowledge of the product
    • Assist with testing of the supported application for different intermediaries, clearinghouses and/or insurance companies as requested
    • Maintain effective call ownership
    • Regularly provide single call resolution
    • Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
    • Regularly review open call logs, update notes, and make reach out calls as needed to resolve ongoing issues and provide superior customer service
    • Proactively work to improve self, team, department, product, and company
    • Effectively prioritize time and complete all assigned tasks while maintaining a high level of phone productivity
    • Demonstrate strong knowledge of and follow department and company policies & procedures
    • Regularly contribute to department knowledgebase, maintaining an effective balance of quality and quantity
    • Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
    • Report all issues found within the currently supported products
    • Understand and contribute to team, department, and company goals
    • Continually improve personal knowledge, skills, and abilities
    • Submit suggestions for team, department, product, and company improvements
    • Set and keep goals for individual improvement and advancement
    • Demonstrate an ability to maintain effective and professional communication with customers and coworkers
    • Complete projects as assigned
    • Demonstrate an increased ability to work with escalated customers and issues
    • Learn and demonstrate advanced product knowledge, including interactions with third party add-on products
    • Other duties and projects as assigned to assist coworkers and management

    Qualifications:

    • Willing to work on a night shift (Monday – Friday)
    • Have good communication skills (written and verbal)
    • Can work under minimum supervision and with good comprehension
    • 3-6 months of BPO experience
    • A bachelor's degree in computer science or information technology would be advantageous. (Fresh Grads are welcome)
    • Willing to work onsite; preferably residing in Makati or nearby areas

    OTHER BENEFITS:

    • Government Mandated Benefits
    • Night differential bonus
    • HMO Coverage
    • Service Incentive Leaves upon regularization (maximum of 15 credits)
    • 13th month pay and other bonuses
    • Birthday Leave
    • Bereavement Leave (3 consecutive days)
    • Meal allowance and perfect attendance bonus upon regularization
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