[Full-time] Technical Support Representative at Cyber One
Responsibilities:
> Professionally handle high volume incoming inquiries from customers
> Resolve customer issues via one call resolution guidelines and/or escalated process
> Meet or exceed company and client performance metrics.
> Maintain a balance between company policy and customer benefit in decision making.
> Able to troubleshoot minor technical concerns.
> Active listener and keen on details.
> Answers incoming calls and emails promptly and in accordance with established call/email -handling procedures
> Provides concise, quality customer service in a professional and courteous manner for client projects
> Performs related work as required and works on special projects, as requested
> Interacts with fellow team members to enhance project performance
> Provide technical support for end users through effective troubleshooting and problem-solving
> Transfers customers to other internal departments where appropriate.
> Identifies the need to escalate specific issues and follow through where necessary
> Proactively keeps up to date on new procedures
> Give technical advice on the application, installation, operation, and maintenance of certain products
in addition, upsell the products.
> Ask probing questions to drill down to the root of a specific problem.
> Respond to customers’ enquiries relating to technical, product functionality and fault calls resolving as many queries as possible on the first interaction.
> Logging and classifying all calls and requests for assistance in the database
>Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.
> Manage the resolution process for customers relating to technical issues for a particular product/s.
> Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction..
> Follow the appropriate procedures to respond to issues.
> Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
> Recognise and escalate recurring problems, inferior processes or outdated procedures.
> Accept additional projects or areas of responsibility that will improve the team’s performance.
> Proactively contribute to the team and the achievement of its goals.
Requirements:
> Above Average English Communication Skills
> Completed at least 2 years in college
> At least 6 months call center experience on technical program.
or 6 months technical work experience in any industry
> Strong computer typing skills and ability to multi-task
> Full-Time positions available
> Well developed analytical skills with the ability to problem solve and develop solutions
> Ability to communicate and engage effectively both verbally and in writing in English and any other designated languages with customers and colleagues.
> Willingness to undertake additional projects and responsibilities from time to time.
> Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
> Flexibility with work times – including rotational shift work
> Solid understanding of mainstream operating systems, including: Windows 95 /98 / 2000/ NT /XP / Vista / Windows7.
> Understanding of Unix, DNX and firewalls is a big plus
> Applicants must be willing to work in Makati
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