PayretoPosition 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 client's front liners in ensuring that the client's 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.
WHAT WILL YOU DO?
Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment
Assist with product or application-related inquiries
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
Update the team's knowledge base when necessary
Ensure that there is a thorough understanding of customer queries and 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
Attend client and Payreto meetings and trainings
Support and respond to customers in a wide variety of queries (basic to advanced)
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
WHAT SHOULD YOU HAVE?
A bachelor's degree in any field is preferred
Information Technology, Computer Science, Business
Administration, Finance, or any equivalent degree
At least one (1) year of experience in back-office document processing operations related to applications for e-wallets, loans, or insurance or at least two (2) years' BPO inbound voice/email/chat experience in handling international accounts in customer service
Above average written and verbal communication skills
Must have average logical and verbal reasoning
Ability to provide correct decisions based on rules and policies
Ability to handle multiple tasks, prioritize workload, and adapt to changing priorities in a fast-paced environment
Process-oriented
Exceptional problem-solving and critical-thinking skills to identify the root causes and provide effective solutions
Strong customer service orientation with the ability to remain calm, patient, and empathetic in challenging situations
Good to Excellent in using MS Excel, Word, Google Sheets, etc... (Vlookup, Pivot, and advanced Excel formulas)
Knowledge of programming languages is preferred but not required
Shifting Schedule depending on business needs
Willing to work onsite at least twice a week
Full-time
Mga Wireless na Serbisyo, Mga Telekomunikasyon, Pagmamanupaktura ng Equipment para sa Komunikasyon
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