We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Technical Support AgentShaw Blvd., Pasig City, PhilippinesReporting to: Margie T. Mapa | D+M (Sound United) Powered by NexGenWe're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Sales Operations Representative, your role is vital in keeping our customers happy and contributing to our organization's growth and success.A SNAPSHOT OF YOUR ROLEYou're the genie that fulfils our customer's needs. As a Product/ Technical Support Agent, you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills. Your day could see you:- Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics, and handle upsell.- Ability to provide professional telephone skills with proper phone etiquette required.- Perform troubleshooting, handle warranty matters and general tech related questions, identify and escalate priority issues to next level support when appropriate.- Gather and record customer information, concern/s, and action taken in an ORACLE system.- Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions.- Constantly learning new technology in the consumer electronics market, focusing on audio and video.A BIT ABOUT YOU- Strong customer service orientation with attention to detail specific to consumer electronics.- Knowledge of Bluetooth, WiFi, APPs, Casting/Beaming technology as well as home audio technology is a huge plus but not required.- 2+ years technical inbound call center experience or demonstrated equivalent work experience.- Problem solving and critical thinking skills.- Great multi-tasking skills.- Prioritize and effectively manage time.- Flexible work schedule- Positive attitude and excellent interpersonal skills.- Good oral and written communication.- Good judgment and independent decision making.- Work effectively with windows-based computer systems. MAC experience a plus.- Great active listening skills.- Effectively interact in a professional and courteous manner with customer.- Demonstrate initiative and interest in self-development is a huge plus.- Strong critical thinking skills and ability to identify and solve problems with mínimal oversight.- A CSAT champion/top performer.- With a knack for multi-tasking.- Able to solve problems and work under mínimal supervision.- Adept in learning new workflows and additional tasks/assignments.WHAT SUCCESS LOOKS LIKE- High customer satisfaction.- Excellent feedback from customers.- Achievement of KPIs.WHAT WE VALUEWe're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:- Ambition: Voice and measure your goals.- Collaboration: Brilliant jerks can be brilliant elsewhere.- Impact: Do, get it done, create impact.- Judgement: Make wise judgement calls, putting the team and business at heart.- Leadership: Continuous improvement starts with independent action.- Leverage: Do more with less, master the art of leverage.- Passion: Be positive, bring passion and energy.- Transparency: A transparent team can help each with other.Join the A-Team and experience the A-Life!
