Technical Support Specialist
Asia Premier One Source, Inc., Philippines
Job Description
Technical Support Specialist
Duties and Responsibilities:
• Provide front-line hardware and software support via telephone, email and live chat to customers, to ensure high customer satisfaction
• Comfortably navigate multiple applications to research solutions to troubleshoot, and resolve support requests
• Multitask in systems while patiently providing step-by-step instructions Escalates unresolved usability issues as appropriate
• Calmly provide conflict resolution and navigate frustrated customer situations
• Document all customer interaction and system issues in the company CRM tool, analyze statistics and maintain customer materials • Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases weekly
• Perform any other related duties as required or assigned
• Onboard users and care teams, assisting them to be able to use the tablet, devices and central dashboard.
• Asset Tracking
Requirements
Job Requirements:
• Must have a minimum of 2 years technical support BPO experience
• Previous customer service experience via phone
• Good understanding of medical terminology • Strong analytical and troubleshooting skills
• Be technically savvy with an ability to learn new software easily
• Must have proven customer service background with client-service oriented, can-do attitude
• Excellent written and verbal communication skills, able to communicate technical information to a non-technical audience in a professional manner
• Prior experience within a Software as a Service (SaaS) organization or medical device industries (a bonus)