Key Responsibilities:- Empathetic Technical Support: Demonstrate empathy towards customer concerns and provide technical assistance, even if the issue requires escalation to a specialised team.
Clear Communication:
Communicate effectively with customers via tickets, email, and phone calls, ensuring clarity and understanding in every technical interaction.Quick Thinking and Troubleshooting:
Act swiftly to identify and resolve technical issues, demonstrating strong problem-solving skills and technical acumen.Active Listening: Listen attentively to customer needs and concerns during conversations and email exchanges, showing genuine interest in resolving their technical issues.
- Follow-through and Accountability: Take ownership of customer requests, ensuring follow-through and accountability until technical resolution is achieved.
Technical Conflict Resolution:
Handle conflicts with customers professionally and efficiently during phone conversations or email exchanges, aiming to find mutually beneficial solutions to technical problems.Process Adherence:
Follow established technical support processes and procedures while identifying any gaps or areas for improvement.Team Collaboration: Work effectively as part of a technical support team, sharing insights, spotting repeat technical issues, and contributing to the collective success.
- Product Knowledge and Upselling: Stay up-to-date with our products and services, leveraging opportunities to upsell, upgrade, or downgrade customers as appropriate, particularly focusing on technical features.
Client Relationship Management:
Build and manage ongoing relationships with clients, fostering rapport and trust through technical expertise.Tech Savviness:
Demonstrate strong computer literacy with a preference for experience in a SaaS company or similar tech-related environment.Adaptability: Pivot quickly to areas of high support volume, demonstrating flexibility and a willingness to learn new technical skills.
- Meeting KPIs: Meet and exceed Key Performance Indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics as determined by management.
Ability to work flexible hours, including outside of normal working hours if required.
- Weekend hours may be required depending on business needs.
Hours of work will depend on servicing SEA (Southeast Asia) customers and business needs.- Excellent communication skills, both verbal and written.
Ability to learn quickly and adapt to changing environments.
- Strong attention to detail and technical problem-solving abilities.
Prior experience in technical support or related fields is a plus.- Well-versed in the use of Excel/Sheets at an intermediate level.
A proactive and customer-centric approach to work.
- Ability to work well under pressure and handle conflicts effectively.
Attends to any ad hoc tasks that may assign from time to time
Job Types: Full-time, Permanent
Pay: Php25,- 00 - Php30,000.00 per month
Benefits: - Opportunities for promotion
Promotion to permanent employee
Schedule:
Day shiftSupplemental Pay:
Application Question(s):- How long is your experience as TSR
Do you have experience working in Logistic industry
- Are you ok for initial onsite for 3 months then transition to Hybrid 2x in the office 3 working at home at Makati Salcedo
* If you have 3 years up experience not job hopper are you ok with the 25k-27k salary
