Technical Support Representative

Others

Category

Night

Shift

MON-FRI | 9PM-6AM (Shifting Schedule)

Schedule

Job Description

Responsibilities

  • Provide high-quality technical assistance to customers via email and chat, resolving issues promptly and professionally.
  • Assist customers in navigating and understanding the website.
  • Troubleshoot, identify and resolve technical issues, escalating more complex problems to relevant departments as necessary.
  • Maintain a vigilant approach to identifying potential website errors and report them promptly for resolution.
  • Schedule and set up appointments for customers based on their needs and availability.
  • Collaborate with other team members to ensure a smooth and positive customer experience.
  • Stay updated on the latest updates and changes in our technology and services.
  • Continually build knowledge and skills in the technical domain, demonstrating the ability to learn and apply new concepts quickly.

Job Qualifications:

  • Minimum of 3 years in a customer support role and proven track record of handling customer inquiries via phone, email, and chat
  • Ability to work on a graveyard schedule, including weekends and holidays if required
  • Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely. Active listening skills to understand customer needs and provide effective solutions
  • Proficiency in managing multiple channels simultaneously (phone, email, chat).
  • Familiarity with customer support tools and software (e.g., CRM systems, ticketing platforms). Ability to troubleshoot basic technical issues and guide customers through solutions
  • Customer-centric mindset with a genuine desire to assist. Ability to remain calm and patient, even in challenging situations.
  • Analytical mindset to identify root causes and resolve issues efficiently. Proactive problem-solving approach to prevent recurring issues.
  • Willingness to collaborate with cross-functional teams (e.g., product, engineering) to address customer concerns.
  • Understanding of the company’s products or services. Ability to educate customers on product features and benefits.
  • Flexibility to work in a dynamic environment with changing priorities. Willingness to learn and adapt to new tools and processes.
  • Commitment to achieving high customer satisfaction ratings. Willingness to go the extra mile to exceed customer expectations.

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