Deskripsi Pekerjaan
iQor is seeking a highly skilled Technical Support Representative to join our dynamic team in Dasmariñas City, Cavite. As a critical member of our customer experience division, you'll resolve complex technical issues while delivering exceptional support to our global clientele. This role requires a blend of technical expertise, problem-solving acumen, and outstanding communication skills to diagnose hardware/software problems and implement effective solutions.
You'll collaborate cross-functionally with engineering and product teams to escalate critical issues, maintain detailed documentation in our CRM systems, and contribute to continuous improvement initiatives. We offer a collaborative environment where innovation is encouraged, and professional growth is prioritized through ongoing training and development opportunities.
Join us in shaping the future of customer support with a company that values technical excellence and customer-centricity. This position offers competitive compensation, comprehensive benefits, and the chance to work with cutting-edge technologies while making tangible impacts on user experiences.
Tanggung Jawab
- Diagnose and resolve complex technical issues via phone, email, and chat channels
- Provide step-by-step guidance to customers for hardware/software troubleshooting
- Document all interactions, solutions, and escalations in CRM systems
- Collaborate with engineering teams to resolve systemic product issues
- Maintain up-to-date knowledge of product features and technical documentation
- Monitor and analyze support metrics to improve service quality
- Train customers on product functionality and preventive measures
Kualifikasi
- 2+ years of technical support experience in IT or customer service
- Proficiency in diagnosing hardware/software issues across platforms
- Strong analytical skills with ability to troubleshoot complex problems
- Excellent written and verbal communication skills
- Experience with CRM systems (e.g., Salesforce, Zendesk)
- Ability to work independently and in collaborative team environments
- Relevant certification (CompTIA A+, Network+) preferred