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Technical Support Representative - MAC computer hardware/software experience

MAC computer hardware/software experience

₱ 23,000.00 monthly ·  Pampanga, Central Luzon ·  Today, 09:03 AM (updated)

Shore 360

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15 reviews
  • Description



  • Roles and Responsibilities

    The essential purpose of this position is to answer and resolve customer questions, concerns, and issues of sales and customer service nature through phone calls, emails, and live chats while adhering the Call Center and company policy and procedures. One can expect taking between 30-65 customer contacts a day when focusing on phone support. One can expect taking between 60-90 customer contacts a day when focusing on live chat support. This role includes providing level 1 technical support on all products sold through Macsales.com.

    - Assisting customers calling, emailing or chatting in with support questions.

    -Assisting customers calling in with inbound customer service related questions or concerns about shipping, returns, or policies.

    -Responding to inbound emails from customers in a polite, professional manner providing answers to all questions and any additional information that the customer may find helpful.

    -Helping customers to find the proper equipment to meet their individual needs and sets up sales orders which includes providing assistance in selecting an appropriate carrier, confirming the accuracy of the order and processing a credit card authorization.

    -Creating new customers in our ERP and makes any necessary adjustments to customer accounts as needed.

    -Always maintaining a professional and courteous demeanor and providing the highest level support in order to resolve any difficult situation that may arise.

    -Working with Inside Sales Representatives, Technical Experience

    -Representatives and other team members to provide superior service internally as well as externally.

    -Any other duties that are assigned.

    Required Experience

    - 1-2 years customer service experience

    - Level 1 Technical Support experience either irl or via phone prefered.

    - Ability to independently research, troubleshoot and probe technical issues.

    - Must have superior attention to detail.

    - Excellent communication, listening, and problem solving skills.

    - Mac Hardware/Software experience preferred.

    - Ability to adapt to change and work in a fast paced, ever changing environment.

    - 40 WPM or greater required and strong data entry skills helpful.

    - Ability to multi-task, prioritize workload and work with a sense of urgency in order to meet the needs of business needs.

    - Strong team skills and the ability to work well with others is required.

    - Genuine empathy and interest in assisting others will ensure long-term stability and enjoyment.

    Minimum Qualifications

    - Two year college (Associate’s Degree)1-3 years

    - Trade or Technical School (Certificate or diploma) 3-5 years

    - Four year college (Bachelor’s Degree) 5+ year

    - 1-2 Years of customer service support

    A Successful Candidate must have

    - Applicable Call Center performance metrics

    - Ability to answer questions and fix customer problems that are brought up

    - Call, email, & Chat quality

    - Demonstration of initiative for completing work

    Proficient with

    To perform this job successfully, an individual should be comfortable working on a Mac platform with proficiency in utilizing Microsoft Excel, Google Apps for Work, and able to quickly adjust to new software or tools

    Experience Advantage

    - Experience in Technical support

    Perks

    - Immediate start

    - Free parking and jeepney services

    - Great culture

    - Highly engaged team

    - Unlimited potential for growth

    - Challenging role

    - Fun and family-oriented working environment

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Technical Support Representative

  • Pampanga, Central Luzon

  • Company

    Shore 360
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 23,000.00 monthly

  • Apply