Technical Support Representative

Makati, National Capital Region (NCR), Philippines

Full Time

PaaS

Mid Level

WHAT WE OFFER

Competitive Salary Packages
Professional Development Opportunities
Hybrid Work Setup
Equipment Provided
Day 1 HMO
Life Insurance

POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client’s front liners in ensuring that the client’s customers will have a positive customer experience.
Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

WHAT WILL YOU DO?

Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment.
Assist with product or application-related inquiries.
Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
Redirect/escalate issues to appropriate resources for high-profile customer issues.
Update the team’s knowledge base when necessary.
Ensure that there is a thorough understanding of customer queries and issues.
Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
Follow up and make scheduled call backs to customers as necessary.
Attend client and Payreto meetings and trainings.
Support and respond to customers in a wide variety of queries (basic to advanced).
Adhere to agreed processes, meeting required work standards, targets and objectives.
Completely and accurately write review notes.
Must be amenable to render overtime based on business needs.
Assist in adhoc work assigned by immediate supervisor.

WHAT SHOULD YOU HAVE?

A bachelor’s degree in any field is preferred. Most ideal: Information Technology, Computer Science, Business
Administration, Finance, or any equivalent degree.
At least one (1) year of experience in back-office document processing operations related to applications for
e-wallets, loans, or insurance or at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
High attention to detail
Above average written and verbal communication skills
Must have average logical and verbal reasoning.
Ability to provide correct decisions based on rules and policies.
Ability to handle multiple tasks, prioritize workload, and adapt to changing priorities in a fast-paced environment.
Process-oriented.
Must be quality conscious.
Exceptional problem-solving and critical-thinking skills to identify the root causes and provide effective solutions.
Strong customer service orientation with the ability to remain calm, patient, and empathetic in challenging situations.
Good to Excellent in using MS Excel, Word, Google Sheets, etc... (Vlookup, Pivot, and advanced Excel formulas)
Knowledge of programming languages is preferred but not required.

Shift Schedule

Shifting Schedule depending on business needs.
Willing to work onsite at least twice a week.

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Technical Support Representative

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