Technical Support Representative Tier 2

(1 Payment Management Systems AND 1 Payment Solutions)

POSITION OVERVIEW

The core mission of the Technical Support Representative is to provide timely, correct and complete technical solutions (basic to advanced) 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.

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. This is a pioneer account.
  • Assist with product or application related inquiries.
  • Provide technical support to customers on operational or maintenance aspects of system equipment by:
  • 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.
  • Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
  • Follow up and make scheduled callbacks to customers as necessary.
  • Escalate cases to immediate supervisor or client when necessary.
  • Attend client and Payreto meetings and trainings.
  • 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.
  • Completely and accurately write review notes.
  • Attend client meetings and training.
  • Communicate with the client via phone, email or chat.

Other Tasks (%)

  • Suggest process improvements.
  • Assist in ad hoc work assigned by the immediate supervisor.

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 2 years phone/email experience as a technical support agent (inbound phone and email) in a BPO serving international client/s.

Skills:

  • Must have intermediate to advanced skills in G Suite/MS Office Suite.
  • Must have at least average attention to detail, logical, numerical and verbal reasoning
  • Process-oriented
  • Good written and verbal communication.
  • Technically-inclined
  • Proven inbound phone and email experience.
  • Good customer service skills.
  • Accent neutral, mature sounding voice.

Competencies:

  • Integrity
  • Adherence to rules and policies
  • Problem Solver
  • High attention to detail
  • Ability to work independently with minimal supervision.
  • Analysis
  • Ability to work well under pressure with high degree of accuracy.
  • Initiative
  • Flexibility

    Join our growing team. Apply now!