POS & IT Help Desk Tech Support – Onsite Mandaluyong

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 240,000 - 336,000; Full time

Benefits offered by this job

Work-onsite allowance

Extensive HMO coverage for you and you

Non-Taxable Allowance on top of your B

Excellent Program Incentives based on

Group Life Insurance

30 Service Incentive Leaves (Paid Time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking to hire for a Technical Support role to assist customers with POS hardware and software issues.

The position involves guiding installations, providing ongoing training, and handling inbound calls, emails and chats. You will work with a team focused on continuous improvement and total customer satisfaction, while documenting cases and escalating when needed.

Qualifications

• Minimum 1 year call center experience in IT/Network Support.
• Strong technical background with modems, routers, hardware devices.
• Good problem solving, communication, typing and basic Windows knowledge.
• Willing to work in Mandaluyong and in shift, weekends and holidays.
• Full-time position(s) available.
• Average to good written and verbal communication skills.

Responsibilities

• Support customers to troubleshoot and resolve a variety of technical issues for point of sale (POS) hardware and software products.
• Guide customers through installations, product set-up and on-going training.
• Work in a team environment focusing on continuous improvement and total customer satisfaction, building a relationship with our customers.
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests.
• Escalate customer tickets; Collaborate with other departments to resolve issues.
• Thoroughly document case notes with customer issues, troubleshooting steps and resolution or reason for an escalation.
• Serve as the frontline customer contact addressing customer requests through inbound calls, emails and chats.
• Utilize our knowledge base for current processes and workflows as well as contribute feedback to continuously improve and update our tools.
• Meet all KPI objectives and performance standards to support our customers.

Skills

Call center experience

Technical background (modems/routers/h

Problem solving

Communication skills

Willing to work in Mandaluyong

Job description

IBEX Global Solutions (Philippines) Inc. is seeking to hire for a Technical Support role to assist customers with POS hardware and software issues.

The position involves guiding installations, providing ongoing training, and handling inbound calls, emails and chats. You will work with a team focused on continuous improvement and total customer satisfaction, while documenting cases and escalating when needed.