Philippines Job Openings
Supportware Philippines
Technical Support Representative
FULL TIME
October 11, 2024
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Responsibilities:
- Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
- Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
- Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
- Prioritize the resolution of support tickets based on the criteria set by the Client POCs
- Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
- Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.
- Must be able to work on a rotating schedule and weekends/holidays
- Good English communication skills both written and verbal
- Experience with Zendesk or any similar ticketing platforms
- Experience with order processing accounts is preferred
- Can multi-task as this person will manage emails and inbound calls
- Experience with the following tools or similar: My SQL, Log Me In, Team Viewer, Web Ex
- Experience with troubleshooting POS servers and facilitating remote sessions
- Advanced troubleshooting skills with both hardware and software, networking
- Preferably has experience with both Mac and Windows OS, i OS and Android Programming experience is a plus
Benefits:
- Paid training
- 8 hour shift
- Evening shift
- 13th month salary
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