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