Job Vacancy: Technical Support Representative

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Position Overview

The PNP Technical Support Representative is responsible for taking inbound calls, troubleshooting device/network problems, resolving the issue or determine the next course of action and providing excellent customer service.

The representative will also need to make outbound calls to follow up on existing/unresolved issues. He/She must have critical thinking skills to make sure all troubleshooting steps are exhausted/ performed in the pursuit of resolving the issue, must be effective in communicating the instructions to the customer and must have above average listening skills to understand the problem and get to the root cause and resolve the issue, must have technical writing skills to be able to explain/describe accurately the nature on the problem when creating a ticket, must be resourceful to use all tools at their disposal to try to resolve the issue or at the very least find out the cause of the problem and to react accordingly. 

Duties and Responsibilities

o   Answer and tend to inbound calls/ do outbound to follow up on pending/ open tickets.

<!--[if !supportLists]-->o   <!--[endif]-->Updating open tickets and adding notes before closing out tickets

<!--[if !supportLists]-->o   <!--[endif]-->Be available for inbound calls

<!--[if !supportLists]-->o   <!--[endif]-->Make outbound calls to follow up open tickets/ to install replacement devices (tablet, printer, switch)

<!--[if !supportLists]-->o   <!--[endif]-->Resolve inbound call issues.

<!--[if !supportLists]-->o   <!--[endif]-->Close open/ pending tickets.

<!--[if !supportLists]-->o   <!--[endif]-->Excellent Customer Service

Position Requirements/ Qualifications

<!--[if !supportLists]-->o   <!--[endif]-->Must have knowledge of networking (identifying ip addresses, port assignments, LAN networking, and internet connectivity) both wire and wireless.

<!--[if !supportLists]-->o   <!--[endif]-->Must have working knowledge of android devices and can tell difference between static/DHCP systems.

<!--[if !supportLists]-->o   <!--[endif]-->Must have basic troubleshooting skills and good command of the English language to simplify technical terms, ask probing questions and provide simplified responses/instructions to customer queries.

<!--[if !supportLists]-->o   <!--[endif]-->Should be able to write accurately the technical details of the call to refer to in the future if needed.

<!--[if !supportLists]-->o   <!--[endif]-->Must be able to multi-task and move between one tool to the other during the call     

<!--[if !supportLists]-->o   <!--[endif]-->Attendance is a must.

<!--[if !supportLists]-->o   <!--[endif]-->Patience is required in dealing with customers as language barrier is very common.

<!--[if !supportLists]-->o   <!--[endif]-->Must be persistent to close out open tickets.

<!--[if !supportLists]-->o   <!--[endif]-->Must always be courteous/ polite to customers.

<!--[if !supportLists]-->o   <!--[endif]-->Must be willing to listen and learn.

<!--[if !supportLists]-->o   <!--[endif]-->Must be logical/rational to adopt a call flow that won’t confuse customers

  • Work Experience: 1 year/s
  • Salary: ₱18,000 - ₱20,000
  • Women
  • Highschool Graduates

Hardware Technical Support


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