GOALS and OBJECTIVES:
Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
Accurately identify and convert customers for our client Home Advisors.
Strive to resolve customer issues with one-chat/one-call resolution.
Meet and exceed biannual goals set forth by Technical Support Management.
DUTIES and RESPONSIBILITIES:
The job role is to take calls and answer tickets through our CRM. (Voiced Accounts)
The account is an OMNI support wherein you will be providing support to our customers via live chat, email and live phone calls (OMNI Accounts)
Provide customer service by answering questions and providing resolution based on the campaign's processes.
Answer and address support chats/calls from customers. Answer and address incoming emails and inbound calls from customers.
Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.
Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
Effectively execute transactions for paid services.
Work closely with other departments to resolve outstanding issues.
Assist in documenting solutions for our Knowledgebase for training and information purposes.
Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
Provide backup chat/case/call support for Customer Service volume when necessary.
Project a positive attitude and be a mentor for other employees.
Maintain a favorable image of ESET when interfacing with outside sources.
Accurately record and submit timesheets and paid time off requests.
Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:
Minimum of high school diploma or equivalent required, post high school education preferred.
Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
6+ months customer service or sales experience required.
Ability to work on multiple projects and tasks simultaneously in an efficient manner.
KEY SUCCESS FACTORS:
Ability to work independently, with little supervision in a fast-paced environment.
Customer-centric demeanor.
Critical thinking, problem-solving, and research skills are a must.
Must be able to adapt to every type of customer regardless of the computer skills they possess.
PERFORMANCE MEASURES:
Must pass calls, case and chat quality goals.
Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
Must maintain team ownership requirements.
Must be able to adhere to assigned schedule.
Attend and participate in scheduled team meetings.
Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
Must have the flexibility to work overtime on short notice - as requested - by the management team.
Must have a history of good attendance.
Employment type
Full-time
Department
Operations
Location
Philippines/Metro Manila/Makati
