Technical Support Representative

The Technical Support Representative is the primary interface for customers contacting the center for hardware and software support and complaints. He/She is responsible in synthesizing both internal and external feedback and turns it into actionable items, leads the corrective actions, supports teams, and projects that will deliver solutions and issues for the customers.  Works with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.

Business Hours: Monday - Sunday 24X7

Work Hours: 5 scheduled days which may include weekends, holidays, and on-call

Duties & Responsibilities:

• The candidate must have strong communication and customer relationship skills.
• Primary responsibility is to provide technical support to customer inquiries ranging from hardware, software applications and operating systems following a multi-tiered approach. This includes managing the daily workload through an incident tracking system.
• Resolve customer and field reported faults, queries, and complaints at first point of contact using the tools and systems provided.
• Adheres to the Incident Reporting and Escalation system and procedures.
• Contributes to meeting the team goals, metrics, and key performance indicators.

Basic Qualifications & Skills:

• Excellent phone, verbal, and written communication skills in English language. Knowledgeable with Microsoft Office package (PowerPoint, Excel, Word), Basic knowledge of web technology, email, and the internet
• Must be keen on details.
• Demonstrate excellent workload management skills.
• Flexibility with supporting “on-call” after hours support and shifting schedules based on customer demand and/or group manpower shortages.

Education:

• Bachelor’s degree preferably in Technical or Engineering (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics or related) field with minimum 1-year technical experience.
• Fresh graduates are welcome to apply. Previous experience in a customer support role is a plus.