Menu

Technical Support Agent - Work from home set up

 
1 - 6 years
Metro Manila / NCR
 
 

Job Description

  • Responsibilities:

    · Addressing issues escalated by SR Customers

    · Troubleshoot/support SR sync servers.

    · Check and verify co-workers technical support engineer escalations and escalating to TSE’s as needed

    · Writing/maintaining Knowledge Base and Confluence articles

    · Perform sync approvals and username changes

    Critical Metrics:

    · 85 % Chat and Phone service level adherence

    · 95 % Customer Satisfaction Scores (CSAT)

    · 90 % Resolution Satisfaction Scores (RSAT)

    Key Stakeholders:

    · Customers

    · SR Partners

    · Direct Team Lead

    • WorkForce Management

    Primary Skills:

    · Advanced troubleshooting - Able to effectively and correctly resolve escalated issues

    • Self Managed/Motivated - Able to stay on task and manage time/tasks on their own

    A BIT ABOUT YOU

    · Have experience in the field of technology

    · Professional experience in a call center environment

    · Demonstrate strong written and verbal communication skills in English

    · Be proficient and experienced in Windows workstation and server environments

    · Have familiarity with small area networking practices and security protocols

    · Familiarity with one or more database type

    · Has the ability to troubleshoot, test, report, document, install, and train on software

    · Be tech-savvy with an understanding of how medical practice needs can be better supported through technology

    · Places high value on customer success, working with both internal and external customers

    · Prior experience in the SaaS industry is a plus

    · Prior consultant experience in assisting customers to utilize software effectively

    · Knowledge of Mac OS workstation and server environments

    · Command prompt and terminal command knowledge

    · Have other related medical software and/or technology experience

Company Information/ Profile

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireTheALife.

ACQUIRE BPO is committed to providing quality services to you and takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/.

Industry

ITES/BPO

Functional Area

Customer Service/Call Centre/BPO

Role

Customer Service Executive

Employment Type

Full Time, Employee

 
 

Scroll to top