Philippines Job Openings

The Back Room Offshoring Inc.

Technical Support Representative (Entry Level)

Makati City

FULL TIME

November 5, 2024

TECHNICAL SUPPORT REPRESENTATIVE

Office location:
Unit 1431 Centuria Medical Makati Century City
Kalayaan Ave. cor. Salamanca St.
Brgy. Poblacion, Makati City

About the Company:
The Client is a software and service provider for home health, hospice, and outpatient
therapy agencies. With more than 20 years invested in the health care industry, we have served a
multitude of diverse home health agencies by providing software solutions and managed services, along
with exceptional customer services, technical support, training, and education.

About the Opportunity:
The position is for Technical Support Representative. You will be working directly with our Support,
Marketing/Sales, and Customer Success Teams. You will speak with customers or potential customers to
provide education and information related to products or services.

DUTIES AND RESPONSIBILITIES
1) Answer and process customer calls effectively and efficiently

Utilize available tools to increase call efficiency and accuracy
Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
Demonstrate applied knowledge of support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
Present a professional and pleasant image of product and company
Assist with the installation, applying updates, and or applying patches for the supported application
Follow excellent troubleshooting steps by asking effective clarifying questions, and discover underlying causes of concern
Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity via online and/or onsite
Demonstrate increased patience and understanding when dealing with difficult or escalated callers
Exceed customer expectations with outstanding customer service
Demonstrate a sense of urgency to the queue, customers, and business objectives
Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner
Demonstrate strong knowledge of the product
Assist with testing of the supported application for different intermediaries, clearinghouses and/or insurance companies as requested

2) Maintain effective call ownership

Regularly provide single call resolution
Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
Regularly review open call logs, update notes, and make reach out calls as needed to resolve ongoing issues and provide superior customer service

3) Proactively work to improve self, team, department, product, and company

Effectively prioritize time and complete all assigned tasks while maintaining a high level of phone productivity
Demonstrate strong knowledge of and follow department and company policies & procedures
Regularly contribute to department knowledgebase, maintaining an effective balance of quality and quantity
Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
Report all issues found within the currently supported products
Understand and contribute to team, department, and company goals
Continually improve personal knowledge, skills, and abilities
Submit suggestions for team, department, product, and company improvements
Set and keep goals for individual improvement and advancement
Demonstrate an ability to maintain effective and professional communication with customers and coworkers
Complete projects as assigned

4) Demonstrate an increased ability to work with escalated customers and issues

5) Learn and demonstrate advanced product knowledge, including interactions with third party add-on products

6) Other duties and projects as assigned to assist coworkers and management

Qualifications:

Willing to work on a night shift (Monday – Friday)
Have good communication skills (written and verbal)
Can work under minimum supervision and with good comprehension
3-6 months of BPO experience
A bachelor's degree in computer science or information technology would be advantageous. (Fresh Grads are welcome)
Willing to work onsite; preferably residing in Makati or nearby areas

OTHER BENEFITS:

Government Mandated Benefits
Night differential bonus
HMO Coverage
Service Incentive Leaves upon regularization (maximum of 15 credits)
13th month pay and other bonuses
Birthday Leave
Bereavement Leave (3 consecutive days)
Meal allowance and perfect attendance bonus upon regularization

Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire: https://rb.gy/u35c6
- Grad trainees, junior, entry-level, and admin positions: PHP 3,000
- Intermediate positions: PHP 5,000
- Senior and hard-to-fill positions: PHP 8,000

Send them our way, and let's win together!

Check our website to see more:
https://thebackroomop.com/

And our Facebook page if you want more:
https://www.facebook.com/The Back Room OP

And here's the link to our Glassdoor page, where you can see what our team members have to say about us:https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm

Get the word out!

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