Customer Support Expert (Sales Program)

Asurion; Mabalacat; On-site; PHP 190,000 - 257,000; Full time

Job summary

Asurion in the Philippines is seeking a tech-first customer support specialist who helps customers stay connected and resolve issues, using AI tools to aid troubleshooting and upsell opportunities.

You will handle inbound and outbound calls, diagnose root causes, and guide users through Windows, Android, and iOS devices, while continually learning and supporting teammates.

Qualifications

• Experience in a technical support program with upsell exposure.
• Experience assisting customers with hardware/software issues across multiple devices.
• Familiarity with Windows/Android/iOS platforms and wireless tech.

Responsibilities

• Assist customers over the phone with inbound and outbound calls.
• Identify root causes and guide users to solutions.
• Upsell Asurion products and services when appropriate.
• Continuously learn and share knowledge with the team.

Skills

Technical support

Upselling

Customer service

Problem solving

Communication

Education

High school diploma or equivalent

Tools

Windows

Android

iOS (Apple)

Smart devices

Job description

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry but in creating a culture where employees feel valued. At Asurion, we don't just provide customers with exceptional service - we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

Who you are

You are a tech-first problem solver. You act with integrity and have a passion for helping people get their tech back up and running. You are eager to learn new skills and are excited to be part of a company that will invest back in you. This job right here is your launchpad.

What you will be doing

• Using Asurion's industry leading generative AI tools, you will help our customers stay connected with all aspects of their everyday technical life.

• Putting yourself in the customers' shoes, you'll provide support for our customers over the phone and get to the root cause of their frustrations. Calls will be made inbound and outbound.

• Embracing the never stop learning lifestyle, you will lean into your curiosity and seek out knowledge and education to better serve our customers and your team, as well.

• Upsell Asurion products and services.

Basic requirements

• Experience in or are eager to work within a technical support program experience, specifically in a role where you must upsell products.

• Experience in or are eager to support customers technical needs, more specifically computers, gaming consoles, smartphones, smart TV's, tablets, and much more.

• In addition, experience navigating hardware platforms like Windows, Android, Apple iOS, wireless technology and wireless equipment and applications.

Minimum qualifications

• At-least High school graduate

• With at least 1-year of customer service voice work experience in BPO

• Minimum 6 months of BPO sales experience (voice)

Working at Asurion

Our best attribute is our people. As passionate as we are about tech, we are even more passionate about our people. We are dedicated to building and maintaining a working environment that fosters creativity and inclusivity.