Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career in a vibrant city? Torch Solutions is currently seeking a highly motivated Technical Support Representative to join our expanding team in Cagayan de Oro. We understand that moving to a new city is a big step, which is why we are proud to offer an exclusive relocation package to help you settle in comfortably.
In this role, you will be the primary point of contact for our valued clients, providing expert technical guidance and resolving complex issues with professionalism and efficiency. We foster a culture of continuous learning, offering robust training programs, comprehensive health insurance, and genuine career growth pathways. If you are passionate about technology, possess excellent communication skills, and are ready for a fresh start in a supportive work environment, we want to hear from you.
Tanggung Jawab
- Provide high-quality technical support via phone, email, and chat channels.
- Troubleshoot and resolve software, hardware, and network connectivity issues for customers.
- Document all support interactions accurately within the company CRM system.
- Escalate unresolved complex technical issues to the appropriate engineering tiers.
- Maintain a deep understanding of our product suite to provide proactive assistance.
- Ensure high levels of customer satisfaction by meeting established Service Level Agreements (SLAs).
- Collaborate with cross-functional teams to identify and report recurring technical bugs.
Kualifikasi
- Completed at least 2 years of college or possess a Vocational Diploma in a related IT field.
- Minimum 6 months of experience in a technical support or customer service role.
- Strong problem-solving skills and the ability to explain technical concepts to non-technical users.
- Excellent verbal and written communication skills in English.
- Highly proficient in navigating various operating systems and software applications.
- Ability to work in a fast-paced environment with shifting priorities.
- Willingness to relocate to Cagayan de Oro (Relocation assistance provided).
- Commitment to providing world-class customer service.