We are Looking for a Technical Support Specialist L1 or L2.
Location: Shaw Blvd. Mandaluyong
Work Set-up: onsite/Shifting.
Job Description:
* Provide first class customer service/support via telephone, email, chat, and any future
channel
* Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
* Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
* Communicate proactively with customers using clear, professional, and effective communication
* Leverage all approved internal knowledge base to deliver up to date service to our customers
* Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
* Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals
* Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
* Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies
* Responsible for self-developing skills and technical knowledge on new and existing products and features
* Monitor customers' system proactively to identify and solve issues
* Comply with confidentiality and license agreements
* Remain knowledgeable of customer and partner relationshipsQualifications:
* Bachelor's Degree in IT or any related Courses.
* Description of Foundation: Demonstrates a basic knowledge and understanding of ownprofession sufficient to handle standard/routine work; follows standard methodologies andprocedures; has the basic technical skills required for day-to-day work.
* Foundation level in customer service and in communicating both written and verbal
* Foundation level in communicating technical concepts to both technical and nontechnical customers
* Foundation level in building strong relationships with customers and with team members
* Foundation level in balancing time among multiple activities o Solving customer enquiries or Depending upon the region, perform the same Key Responsibilities as described in the Installation Specialists Job Description
* Foundation level in managing time effectively to meet deadlines
* Foundation level in troubleshooting, problem solving, and critical thinking skills
* Foundation level in internal and external conflict resolution and negotiation skills
* Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
* Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process
* Demonstrate good judgement using facts and analytics
* Highly organized and efficient with strong attention to detail
* Foundation level in understanding and learning complex technical topics quickly
* Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
* Foundation level in handling customers with patience, tact, and empathy
* Basic level with SQL database queries