Technical Support Representative, Makati

POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the clients front liners in ensuring that the clients customers will have a positive customer experience.

Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

Principal Duties and Responsibilities:

• Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment. This is a pioneer account.
• Assist with product or application-related inquiries.
• Provide technical support to customers on operational or maintenance aspects of system equipment by:
• Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customer issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
• Follow up and make scheduled call backs to customers as necessary.
• Update the teams knowledge base when necessary.
• Attend client and Payreto meetings and trainings.
• Support and respond to customers in a wide variety of queries (basic to advanced).
• Ensure that there is a thorough understanding of customer queries and issues.
• Adhere to agreed processes, meeting required work standards, targets and objectives.
• Completely and accurately write review notes.
• Must be amenable to render overtime based on business needs.
• Assist in adhoc work assigned by immediate supervisor.