Technical Support Representative - Gateway

POSITION OVERVIEW:
The core mission of the Account Specialist is to provide timely, correct and complete technical solutions (advanced to proficient) to client’s users via call and/or email. Technical Support Representatives Level 2 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.
REQUIRED QUALIFICATIONS:
Education:
Completed at least 2 years in college of any course OR must have graduated from a 2-year vocational course

Work Experience:
At least 3 years’ phone/email experience as a technical support agent in a BPO serving international client/s
Preferably with payments experience e.g. POS, ecommerce, payment gateway, shop plugins, cryptocurrency

Skills:
Must have intermediary to advanced skills in G Suite/MS Office Suite
Process-oriented
Good written and verbal communication.
Technically-inclined
Proven inbound phone and email experience.
Good customer service skills.
Preferably with coding or development knowledge.
Experience working with CRM tools like Salesforce and Zendesk is preferred.

JOB RESPONSIBILITIES:
Reports Generation:
Update client and Payreto reports and/or dashboards.
Update the team's knowledge base when necessary.

Client / Customer Engagement:
Provide Level 2 technical support via phone and 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.
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.
Answer all emails and/or phone calls within required time frames in a professional manner with accurate and complete information.
Adhere to agreed processes, meeting required work standards, targets and objectives.
Update call/email management systems with details on each customer in accordance with client procedures.
Communicate with the client via phone, email or chat.

Other Tasks:
Suggest process improvements.
Assist in ad hoc work assigned by the immediate supervisor.