We are looking for a Technical Support Specialist L1 or L2.
Location: Shaw Blvd.
Mandaluyong
Work Set-up: onsite/Shifting.
Job Description:Provide first-class customer service/support via telephone, email, chat, and any future channel.Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers.Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.Communicate proactively with customers using clear, professional, and effective communication.Leverage all approved internal knowledge base to deliver up-to-date service to our customers.Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released.Provide remote support of related hardware components including integrated card readers, POS terminals, self-service kiosks, and associated peripherals.Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure.Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies.Responsible for self-developing skills and technical knowledge on new and existing products and features.Monitor customers' systems proactively to identify and solve issues.Comply with confidentiality and license agreements.Remain knowledgeable of customer and partner relationships.Qualifications:Bachelor's Degree in IT or any related courses.Demonstrates a basic knowledge and understanding of own profession sufficient to handle standard/routine work; follows standard methodologies and procedures; has the basic technical skills required for day-to-day work.Foundation level in customer service and in communicating both written and verbal.Foundation level in communicating technical concepts to both technical and non-technical customers.Foundation level in building strong relationships with customers and with team members.Foundation level in balancing time among multiple activities.Foundation level in managing time effectively to meet deadlines.Foundation level in troubleshooting, problem solving, and critical thinking skills.Foundation level in internal and external conflict resolution and negotiation skills.Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements.Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process.Demonstrate good judgement using facts and analytics.Highly organized and efficient with strong attention to detail.Foundation level in understanding and learning complex technical topics quickly.Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies.Foundation level in handling customers with patience, tact, and empathy.Basic level with SQL database queries.
#J-18808-Ljbffr