Deskripsi Pekerjaan
Are you a tech-savvy professional looking to advance your career with a global industry leader? IBEX Global Solutions is currently seeking a motivated and skilled Technical Support Representative to join our high-performing team in Alabang. If you have a passion for problem-solving, a knack for technology, and a drive to provide world-class customer experiences, we want to hear from you!
As a Technical Support Representative, you will serve as the first point of contact for our customers, helping them navigate complex technical issues with ease and professionalism. At IBEX, we pride ourselves on a culture of excellence, innovation, and continuous growth. You will work in a supportive environment where your contributions are valued, and your career development is a top priority.
We offer a competitive compensation package of up to ₱32,000 per month and the opportunity to work with diverse, global accounts. If you thrive in a fast-paced BPO environment and are ready to take the next step, apply today!
Tanggung Jawab
- Provide high-quality technical assistance to customers via phone, email, or chat channels.
- Troubleshoot and resolve hardware, software, and network-related inquiries efficiently.
- Maintain accurate records of customer interactions and technical solutions in the CRM system.
- Escalate complex technical issues to the appropriate internal teams while managing customer expectations.
- Guide customers through step-by-step troubleshooting procedures to resolve service disruptions.
- Meet and exceed individual and team performance metrics, including First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores.
- Stay updated on product knowledge, system upgrades, and new technical protocols.
Kualifikasi
- Minimum of 6 months of experience in a BPO or call center environment.
- Strong command of English, both written and verbal.
- Demonstrated ability to troubleshoot technical problems and communicate solutions in simple terms.
- High level of familiarity with operating systems, internet browsers, and common software applications.
- Excellent active listening skills and empathy for the customer experience.
- Ability to multitask and adapt to a fast-paced, performance-driven environment.
- Amenable to working on shifting schedules, including weekends and holidays.