Customer Support Representative  

Job Summary:

A Customer Support Representative handles and assists client/user with their concerns received via online or on-site support through the different forms of support channels with efficient work ethics with the customer.

He/she acts as a frontliner between the company and the client. He/she receives and escalates all issues and concerns of the customer to the technical support or other department with complete and correct data.

Essentials Duties and Responsibilities:

• Assist customers according to their concerns
  • Transactional / Non-Transactional
  • General Inquiry
  • Conduct on- site or online support
• Received, escalate and resolve customer’s concerns
  • Identify general or isolated cases
  • Inform customers/partners regarding advisory or new updates
  • Educate customers regarding their concerns
  • If can’t be resolved escalate technical concerns to technical support.
• Assist the customer regarding any form of transactional requests
  • Verification, confirmation, validation of payment and any related to transactional request
  • Billing Concerns
  • Track customer transactions
• Train the clients or the customers
  • Educate customer regarding basic functions of the system.
  • Educate customers regarding basic troubleshooting
  • Educate customers regarding basic procedures
  • Educate customers regarding project background
• Reporting
  • Reporting to the superior regarding ticket status
  • Reporting to the customer/client/partner regarding ticket status
  • Presentation and conduct system walkthrough to the customer/client/partners on-site or online.
  • Report and Investigate project anomalies inside the support
• System application’s handling
  • Admin system monitoring and basic handling procedure;
  • Replicate the issues received from the customers
  • Customer’s system/user management monitoring and basic handling procedure;
  • Internal communications regarding system health
• Recording, monitoring and updating of tickets
  • Creating of issues and concerns to the ticketing tool
  • Follow up and Monitoring of status of each ticket

Qualifications:

• Bachelor’s degree relevant to the job
• With at least 6 months - 1 year experience in Sales
• With at least 2-year experience in Customer Service
• Excellent communication and presentation skills
• Must have experience in:
  • Technical Writing
  • Data Analysis
  • Software applications
  • Microsoft Programs
• Must be willing to travel in and out of Metro Manila