We are looking for a **_Technical Service Representative (Seasonal)_** for a **_fast-growing and pioneering US-based company._**
**Work Onsite** (Gateway Tower, Cubao)
**US Tech Company** (In-house)
**Great Career Growth Opportunity - Establishing PH Operations** (on-ramp)
**Work-life Integration** (Weekends Off, Usually no work on US Holidays)
**JOB DESCRIPTION**:
- Communicates with the customer to provide technical support, and general assistance about company products and find solutions to product issues.
- Responsible for maximizing customer orders by offering additional products that are relevant to the customers' needs
- Escalates customer issues to either Tech Supervisor or Tech Manager when applicable
- Responds to customer correspondence as applicable
- May be required to retrieve voice mail and follow up with customers
- Other duties may be assigned to accomplish company or department objectives.
- May write product descriptions, specification and "how -to" articles included in company website as well as proofread and provide copy for product labels
- May write FAQ's for the company's Knowledge Base
- Report issues related to products into the company's complaint management system and if assigned to the complaint management team, effectively track issues and trends, formulate solutions and coordinate efforts with other departments such as the Products Developments Lab and Purchasing
- Formulate original solutions for product issues and be able to walk a customer through any necessary steps as well as sharing the solutions with the department
- May be required to review product review submissions and posts to online forums and social networking sites and correspond as necessary in order to maintain the positive image of the company and its products
- Techs will be required to submit requests for RMA's which requires learning and understanding the company's return procedures and providing customer with technical assistance with relations to requests to return products
- May be required to appear as spokesperson in company produced videos which can be features on the website, YouTube, Facebook and other sites
**Other duties as assigned based on departmental needs.
**
Subject to applicable laws and Monoprice's policies, regular attendance is an essential function of the position.
All employees must follow Monoprice's employment practices and policies.
**Supervisory Responsibilities**
This position has no supervisory responsibilities.
**Interaction with Others**
The employee must be able to follow company policies; receive directions from others; work effectively with co-workers in a constructive and positive manner; listen to and objectively consider ideas and suggestions for improvement; keep others informed of work progress, deadlines, or other pertinent issues; address problems constructively to find acceptable solutions; keep commitments; and always respect the diversity of the company's workforce in actions, words and deeds.
**QUALIFICATIONS**
To perform this job successfully, the employee must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education & Experience**
- Associate degree or equivalent experience required.
- Two years plus related experience in a position that required direct customer interaction to provide technical expertise, i.e.
technical help desk, a sales rep in an electronics retail chain, etc.
- Installation and/or repair experience in computers, home theater or networking preferred
**Other Skills and Abilities**
- Technical savvy
- Strong understanding of Home Theater, computer, and consumer electronics
- Concise and eloquent writing
- Problem-solving skills to ensure resolution and great service.
- Excellent interpersonal skills.
- Exceptional written and verbal communication skills
- Positive and enthusiastic attitude with exceptional customer service skills.
- Well-developed organizational and communication skills.
- 10 key proficient
- 45 WPM minimum
- Proficient in Microsoft Office Windows (Word, Excel, Power Point, Outlook)
**Language Skills**:
Ability to read, write simple correspondence, and communicate with customers in a clear, easily understood manner in English.
**Mathematical Skills**:
Ability to perform intermediate-level mathematics such as calculating discounts, and percentages.
**Reasoning Ability**:
Ability to carry out simple written and oral instructions.
Ability to deduce probable cause and solution based on sets of available data and information relayed by second/third party observers
**Job Types**: Part-time, Temporary
Contract length: 3 months
Part-time hours: 40 per week
**Salary**: Php25,000.00 - Php28,300.00 per month
**Benefits**:
- Company events
- On-site parking
- Opportunities for pr