BPO Learning Specialist (Tech Trainer - Home Appliance) | BAGUIO

Foundever®; Tili; On-site; PHP 500,000 - 800,000; Full time

Job summary

Foundever® is seeking a Home Electronics Technical Expert to support TSRs handling consumer electronics inquiries. You will diagnose complex issues, relay clear guidance, and train teams to stay current with product updates.

The role requires electronics/EE background, hands-on repair exposure, and strong communication to distill technical details for non-experts.

Qualifications

• Degree or certification in Electronics or Electrical Engineering or a related field.
• Hands-on experience with diagnosing and repairing home electronics and consumer devices.
• Strong communication to translate complex tech into clear guidance for TSRs.
• Experience delivering training and knowledge sharing with teams.

Responsibilities

• Assist TSRs in diagnosing and resolving complex home electronics issues.
• Handle escalated cases beyond frontline support capabilities.
• Provide in-depth knowledge on product specs and operations.
• Conduct regular training sessions to enhance troubleshooting skills.
• Create and maintain knowledgebase content for the team.
• Keep the team updated on new products and software changes.

Skills

Advanced technical support

Troubleshooting

Communication skills

Training delivery

Education

Electronics / Electrical Engineering degree or related certification

Job description

About the role

The Home Electronics Technical Expert is a specialized role focused on providing advanced technical support and guidance to technical support representatives (TSRs) who handle customer inquiries related to home electronics, including appliances, entertainment systems, and other consumer electronics. This expert serves as the go-to resource for resolving complex technical issues, ensuring that TSRs have the knowledge and tools needed to assist customers effectively. The role requires a deep understanding of electronic systems, troubleshooting methods, and the ability to communicate complex information in a clear and concise manner. As a Technical Expert, the role also involves attending training sessions with EU Technical experts and teams. Those updates from the training sessions with the EU Technical Experts will then be cascaded to all TSRs.

Key responsibilities

• Assist technical support representatives in diagnosing and resolving complex technical issues related to home electronics, including appliances like TVs, refrigerators, washing machines, air conditioners, and other consumer electronics
• Handle escalated cases that are beyond the technical knowledge or capabilities of front-line support representatives, ensuring timely and effective resolution
• Offer in-depth knowledge on product specifications, functions, and operations to help support representatives understand the root cause of issues
• Conduct regular training sessions and workshops for technical support representatives to enhance their technical knowledge and troubleshooting skills
• Contribute to the creation and maintenance of a comprehensive knowledge base, including troubleshooting guides, FAQs, and common issue resolutions for use by the support team
• Keep the support team informed about new products, software updates, and any changes in product line that may affect troubleshooting procedures

About you

• Degree or certification in Electronics, Electrical Engineering, or a related field or any related degree and experience
• Vocational training in home electronics repair or a similar discipline
• Hands-on experience in diagnosing, repairing, and maintaining home electronics, such as televisions, audio systems, kitchen appliances, and other consumer electronics
• Knowledge of home electronics understanding of the functionality and troubleshooting processes of common home electronics products like refrigerator, dryer, washing machine, etc.
• Technical support experience in providing technical support to customers or internal teams
• Great communication skills
  Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.