Technical Support Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to client phone calls to identify and resolve technical challenges related to proprietary applications in Microsoft Windows Operating System and Apple iOS environments.

• Assess eligibility by comparing client information against established requirements.

• Employ active listening and empathy skills effectively.

• Aim to meet or exceed call center performance metrics and service standards.

• Arrange and participate in follow-up calls with clients regarding ongoing technical issues.

• Address technical escalations from the Product Support phone and chat team.

• Troubleshoot problems during database updates, new software installations, and server migrations.

• Log and monitor all client interactions using the Salesforce CRM system.

• Collaborate with colleagues to ensure adequate coverage for all appointments.

⛳️ Requirements

• A minimum of 1-2 years of experience in a customer service/support role is essential.

• At least 1-2 years of experience in computer application-based technical support or IT is required.

• Previous experience in a call center environment is necessary.

• Exceptional verbal and written communication skills are required, with a strong emphasis on phone etiquette.

• Ability to work diligently with minimal supervision.

• Detail-oriented with outstanding documentation skills.

• Working knowledge of Microsoft Windows administration tools is required.

• Basic understanding of Microsoft SQL Server is necessary.

• Fundamental knowledge of network concepts, including NETBIOS over TCP/IP basics, is required.

• Familiarity with Apple iPad & Parallels is a plus.

• Knowledge of HIPAA regulations is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Health, dental, and vision insurance options available.

• Flexible working hours and potential for remote work.

• Supportive team environment fostering collaboration and growth.