Technical Support Representative – HVAC, IoT, ISP

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

📋 Description

• Deliver high-level technical support to customers facing issues with products or services.

• Diagnose and resolve complex technical problems while providing prompt and effective solutions.

• Clearly articulate technical solutions to customers who may not have a technical background.

• Refer intricate issues to senior team members when necessary.

• Record customer interactions and technical challenges in a CRM system.

• Offer insights on product enhancements and improvements based on customer feedback and technical challenges.

• Continuously enhance knowledge of products, services, and procedures through ongoing training and education.

• Collaborate with various departments to address customer concerns.

• Maintain a positive, empathetic, and professional demeanor toward both customers and colleagues.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to key performance indicators (KPIs).

• Execute additional tasks as assigned.

⛳️ Requirements

• At least 2 years of experience in technical support or a similar role, ideally within a call center setting.

• Background in technical support, preferably within a technology organization.

• Capability to troubleshoot WiFi connectivity, app-related issues, and other technical challenges associated with HVAC IoT products.

• Excellent verbal and written communication skills.

• In-depth technical troubleshooting expertise in hardware, software, and/or systems.

• Proficient in computer applications and software.

• Familiarity with CRM systems is preferred.

• Experience providing support via phone, chat, and/or email.

• Willingness to work flexible hours, particularly during the night shift.

• Must provide your own device.

• Must reside in the Philippines.

🏝️ Benefits

• Remote work arrangement.

• Document outlining work-from-home workstation requirements provided.

• Access to training programs and continuous learning modules.

• Equal Employment Opportunity protections.