Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving and helping others? Rise is looking for a dedicated Technical Phone Support Specialist to join our growing team in Makati City. In this role, you will be the first point of contact for our end-clients, providing high-quality support and technical troubleshooting to ensure an exceptional customer experience.
As part of our dynamic environment, you will work closely with cross-functional teams to resolve technical hurdles efficiently. We are looking for individuals who can translate complex technical concepts into easy-to-understand solutions while maintaining a professional and empathetic tone. If you thrive in a fast-paced environment and are committed to service excellence, we want to hear from you.
Tanggung Jawab
- Provide high-quality technical support via phone to end-clients, ensuring timely resolution of reported issues.
- Troubleshoot basic hardware, software, and connectivity problems while guiding customers through step-by-step instructions.
- Document all customer interactions, technical details, and resolution steps accurately in our CRM system.
- Escalate complex technical incidents to Tier 2 or 3 support teams when necessary, following established protocols.
- Maintain a deep understanding of company products and services to provide accurate and relevant technical assistance.
- Meet or exceed key performance indicators (KPIs) related to call handling time, first-contact resolution, and customer satisfaction ratings.
- Identify recurring technical issues and provide feedback to internal teams to help improve product documentation and service quality.
Kualifikasi
- Bachelor’s degree in IT, Computer Science, or a related technical field is preferred, but equivalent experience will be considered.
- Minimum of 1-2 years of experience in a technical support or customer service role within a BPO/IT setting.
- Strong technical aptitude with a basic understanding of network troubleshooting, operating systems, and common software applications.
- Excellent verbal and written communication skills in English, with the ability to articulate technical instructions clearly.
- Strong active listening skills and the patience to deal with diverse client needs.
- Ability to work in a shifting schedule, including weekends and holidays if required by the business.
- Proficiency in using ticketing systems and remote support tools.