Sr. Technical Support

Philippines
Posted 5 days ago

Job title: Sr. Technical Support
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of Openings: 2

 

Roles and Responsibilities:

  • Answers, evaluates, and prioritizes incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
  • Logs and tracks call and all customer communications using Salesforce CRM
  • Will extensively leverage support tools to search and reuse existing solutions for known customer issues
  • Ongoing contribution to new KB (knowledge base) article creation
  • Consults with Tier 1 and Tier 2 subject matter experts when working on complex issues
  • Will actively manage case backlog aligned with team targets and productivity metrics
  • Will become the subject matter expert to assist less experienced team members daily
  • Will contribute to training and mentoring new hires as needed
  • Will perform a gatekeeper role for all case escalations going to Tier 2
  • All other duties as assigned

 

Required Skills:

  • 5-10 years’ prior experience in a technical support role supporting cloud-based software
  • Salesforce or other CRM experience preferred
  • Strong attention to detail and time management
  • Strong oral and written communication skills
  • Strong customer service and conflict resolution skills
  • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Associate degree or equivalent work experience
  • Proficient in Microsoft Office suite
  • Ability to problem-solve, multitask, and reprioritize tasks
  • Constant indoor collaborative work environment in close contact with co-workers
  • Frequent social interactions and interruptions
  • Frequent work under time restraints

Job Features

Job CategoryTech Support
Job Level5 - 10 Years
Experience0 - 5

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