Portuguese Bilingual Tech Support - 24/7 Onsite

TASQ Staffing Solutions; San Juan; On-site; PHP 279,000 - 390,600; Full time

Job summary

A staffing firm is seeking a Portuguese Bilingual Tech Support agent in San Juan, Philippines. The role involves answering customer inquiries, providing technical support for products, and ensuring customer satisfaction across various communication channels. Candidates should have at least 1 year of relevant experience and knowledge of Windows applications. A professional demeanor and strong communication skills are essential.

Qualifications

• At least 1 year relevant experience in a call center environment required.
• Proficiency in Microsoft Word and Excel preferred.
• Demonstrating accurate data entry at a minimum of 40 words per minute.

Responsibilities

• Answer customer inquiries through various channels.
• Provide excellent support following account processes.
• Document customer interactions accurately.

Skills

Knowledge of Windows applications

Critical thinking skills

Listening skills

Conflict resolution

Data entry accuracy

Professional phone skills

Education

At least Senior HS graduate

Job description

About the job Portuguese Bilingual - Tech Support

Work arrangement: Onsite
Nature of the account: Technical in nature dealing with Tablets (ipad level)
Process: Voice and Non Voice tasks
Schedule: must be flexible with schedule (24/7 operations)
will support US, APAC, EMEA regions
Proficiency: B2
Locals are preferred but not required

Min requirements
-at least Senior HS graduate;some college education is preferred
-at least 1 year relevant experience

Location:

San Juan City, Philippines

Job Summary/ Overview

Each agent must answer customers' inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction.

Key Responsibilities and Accountabilities

The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette.

Customer Assistance:

• Handling incoming calls, webforms, emails, chats, or social media inquiries from customers
• Providing prompt and courteous responses to customer inquiries and issues
• Assisting customers with product or service-related questions, troubleshooting, and problem resolution
• Making outbound calls to customers when circumstances dictate

Basic Troubleshooting:

• Performing initial diagnosis and troubleshooting of customer issues
• Following standard procedures to resolve simple problems
• Escalating complex issues to Tier 2 support or supervisors when necessary

Information and Guidance:

• Providing information about products, services, promotions, and policies
• Guiding customers through account setup, billing inquiries, or order placement

Documentation and Data Entry:

• Documenting customer interactions and details accurately in the ticket management application
• Recording customer complaints, feedback, and resolutions

Customer Satisfaction:

• Striving to meet or exceed customer expectations and service level agreements (SLAs)
• Ensuring a positive customer experience during every interaction
• Achieving first contact resolution when possible

Experience / Skills

• Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred
• Proficient in critical thinking skills, listening skills and conflict resolution
• Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical
• At least 1-year experience in a call center environment demonstrating professional phone skills is required
• At least 1-year experience providing product technical support