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Level 2 Technical Support Specialist

₱ 18,000.00 monthly ·  Davao del Sur, Davao Region ·  6 days ago (updated)

Next BPO Solutions

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  • Description

  • Responsibilities

    • Not your ordinary Customer Technical Support Specialist Position. This position is more than just customer support—it is the lifeblood of the company. We are looking for someone looking to up-level all of their skills and take on a whole-new customer support challenge role.

    ALL Level 1 responsibilities:

    • Resolve customer complaints—your #1 objective is 100% customer happiness

    • Provide 100% customer happiness using The Zappos Experience

    • Execute customer satisfaction utilizing “Be Our Guest” and “The Customer Rules”

    • Provide each customer with an “Amazing Service” experience by answering phones before the 2nd ring, resolving concerns with minimal hold time, assist with customized solutions within Service Level Agreement (SLA)

    • Meet or exceed SLA

    • Assist customers with hardware and software setup. Help them find the root cause of issues and resolve them (this may require using debug trees)

    • Provide tech solutions

    • Provide internal feedback as an advocate for customers in the company: Identify and escalate priority issues to the appropriate teams/managers

    • Learn internal systems and processes (this may change frequently, since we are a start-up!)

    • Follow up via outbound phone calls, email, and internal tools within in our service guidelines to maximize customer satisfaction

    • Excellent customer support skills – you should be empathetic and patient

    • You must be able to accurately document the issues, since our development team or other support team members may need to help this customer in the future

    • Compassion and understanding for your customers is important as they may be stressed while communicating with you. Responsiveness is key; getting information back to your customers and other team members as quickly as possible makes a huge difference to our customers. You are the Resource that customers are relying on, so you should know the answer to their questions and know when to ask other team members for help

    • Excellent organizational, written and oral communication skills

    • You should quickly learn how to evaluate, troubleshoot, and follow-up on customer issues. If it needs to be escalated to the development team, you must be able to replicate the issue and document it for them clearly

    • You should have a desire to learn, master and even teach everything you know about Deep Sentinel

    AND Level 2 Responsibilities:

    • Act as a liaison between our customers and our engineers

    • Provide solutions for problems that cannot be handled by level 1 Technical Support

    • Manage escalated Level 2 and Level 3 tickets

    • Manage customer escalations

    • Assist customers with more complex set-ups

    • Be a part of a “new product launch team”

    • Test new product, research, work closely with other teams, and create documents such as troubleshooting procedures

    • Supervise, mentor, train, and/or coach employees

    • Complete performance evaluations

    • Create policies and procedures, Knowledge Base articles and identify process improvements

    • Other duties as assigned

    Minimum Qualifications:

    • 5+ years’ experience in customer service/call center environment

    • 5+ years of customer technical support

    • 5+ years of technical issue analysis

    • 5+ years of interacting calmly with agitated customers

    • 5+ years supervising employees

    • 5+ years in related field

    • Preferred CompTIA certifications in A+, Network + Security

    • Knowledge of computer technology

    • Knowledge of computer hardware technology

    • Proficient in relevant computer applications

    • Knowledge of customer service principles and practices

    • Knowledge of call center telephony and technology

    • Prior experience working at a help desk or in a customer service/tech support call center

    • Sales experience +

    • Possess a passion for learning and instituting industry-leading support tactics and best practice

    • Ability to prioritize issues and work at an efficient pace, which may include multi-tasking

    • Strong work ethic and extraordinary attention to detail

    • Ability to work independently and effectively with a team

    • Ability to communicate effectively with customers and all levels of the organization

    • Excellent written and verbal communication skills

    • Strong analytical and problem-solving skills

    • Love of technology—we are an AI and tech company. We are all geeks!

    • Self-motivated, with high learning aptitude, and initiative

    • Ability to cope with stressful situations and maintain a calm and professional demeanor

    • Ability to grasp technical concepts quickly and explain them to others

    • Provide 100% customer happiness using The Zappos Experience

    • Execute customer satisfaction utilizing “Be Our Guest” and “The Customer Rules”

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 5 years of experience
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No
  • People with disabilities: Yes

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Job summary

  • Level 2 Technical Support Specialist

  • Davao del Sur, Davao Region

  • Company

    Next BPO Solutions
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 18,000.00 monthly

  • Apply