Technical Support Agent

MakatiJob Summary A Technician Support Technician is responsible for providing administrative support to KVH’s global VSAT network. Agents work with KVH Service Providers, and internal customers supporting KVH’s customers. Technical Support is a 24X7X365 responsibility.
Essential Duties and Responsibilities including but are not limited to the following. Other duties may be assigned as required.
Consistently provide excellent customer service that exceeds customer expectations that promotes customer retention.
Learn, understand, retain and demonstrate product/process knowledge.
Answers customer phone calls and written electronic correspondence from current and potential customers and responds to service requests (Compression testing, Configuration loads, etc.), and general customer service / account requests.
Closely follow established department work instructions to maintain order and account accuracy.
Assist in maintaining data integrity with participation in data management audits and reconciliations.
Exceed Technical Supports established quality and service metrics.
Utilize case management tools for successful customer issue management.
Qualifications
Fluent in verbal and written English.
Flexibility to work varying and changing shifts.
Associates degree or higher preferred
3 years Customer Service and/or Data Entry Experience
Strong, professional customer support skills, including strong verbal and written communication skills
Organized and detail oriented.
Proficient in Microsoft Office suite.
Adaptable to process, policy, and other changes as part of a dynamic environment.