Key Responsibilities:
- Answer and process customer calls effectively and efficiently to optimize the customer experience.
- Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern.
- Provide timely resolution of customer issues and concerns.
- Educate customers on product use and assist them in utilizing available features to improve office productivity.
- Maintain effective call ownership by ensuring follow-ups on ongoing issues and managing open items.
- Document all customer interactions, troubleshooting steps, and resolutions throughout each call.
- Assist with additional Tech I assignments as needed to ensure quality customer service.
- Participate in special projects and perform other duties as required.
Qualifications & Requirements:
- Completed at least 2nd year of college (any IT-related course is a plus).
- Previous call center experience handling technical Escalations support.
- Familiar about event or error logs.
- Familiarity with or experience in programming languages (SQL, C++, etc.).
- Excellent oral and written communication skills.
- Working knowledge of Microsoft Word and Excel as it relates to supported software.
- Strong troubleshooting and problem-solving skills.
- Basic knowledge of computer hardware, operating systems, database structures, and networks as it relates to supported software.
- Friendly and confident personality with a customer-first mindset.
- Willing to work onsite in Davao City (Relocation assistance available for candidates outside Davao).
