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Job

 
Technical Support Associate
Please Inquire

Position Junior Level/ 0-2 Years Experience Employees
Type Computer / IT
Location Taguig
Holiday Others
Work Hours 08:00 AM - 17:00 PM
Dress Code Casual
Language Tagalog / Filipino, English
Benefits SSS, Philhealth, HDMF, Other
No. of
Vacancy

I. SUMMARY:

The Technical Support Specialist acts as the primary point of contact for providing end-user technical support and filling customer support requests. The Technical Support Advisor is responsible for solving each customer's technical issue in an efficient, prompt, and courteous manner in a fast-paced call center

environment. In addition to providing a “world class" support experience for Avanquest customers, the Technical Support Advisor will help identify common issues, work with supervisors/QA teams for solutions, and help update the existing FAQ database. Technical Support is provided to customers by phone, email, online chat, and fax.

II. ESSENTIAL FUNCTIONS:

1. Technical Support Responsibilities

Percent of time spent in this area: 85%

• Provide first-level technical support for the product line to end-user customers, primarily by phone, email and chat support.

• Manage all calls in a professional, timely and appropriate manner.

• Answer incoming customer support calls, e-mails, online chat, or fax requests within defined policy and procedure guidelines.

• Recognize common issues and work with supervisors and other team member to analyze and troubleshoot these issues.

• Log all calls into the database (Salesforce) provided for technical support reference and QA/development reporting.

• Escalate unresolved issues to 2nd level support for advanced troubleshooting.

• Assist the Online Support Manager in updating existing FAQ database.

• Provide customer service support as needed.

• Follow up with customers as needed.

III. JOB QUALIFICATIONS:

• BA/BS Degree preferably in Information Technology or equivalent.

• Knowledge of: Basic familiarity with Microsoft Office. Proven history of understanding basic troubleshooting concepts.

• Familiarity with web design, anti-virus technology, graphics editing programs, digital imaging software, and Macintosh OS's are highly desirable.

• Skills in: Operating system set-up and installation, software installation, and hardware installation. Excellent communication skills: written and verbal required. Strong organizational skills also required.

• Ability to: multi-task, perform duties with accuracy and with a strong degree of urgency, prioritize and perform work with detailed supervision.

• Good communication skills in English

• Permanent graveyard shift

Interested applicants may apply as a walk-in:

Office Address: 12F Three World Square, 22 Upper McKinley Road, Taguig, Philippines 1634

Recruitment hours: 6:00am - 2:00pm, Monday - Friday

Job Features

Benefits:
  • SSS
Position:
  • Junior Level/ 0-2 Years...
Primary Job Role:
  • Computer / IT
Secondary Job Role:
  • Support
Employment Type:
  • fulltime
Holiday:
  • Others
Work Location:
  • Taguig
Business Hours:
  • Open 8 AM
  • Close 5 PM
Dress Code:
  • Casual
Language:
  • Tagalog / Filipino
  • English
Salary:
Age:
Gender:
Minimum Year of Experience:
Field of Study:
Education Level:
Certifications:
Categories:
  • Business Process Outsourcing

Company Features

Company Benefits:
  • Philhealth
  • HDMF