Technical Customer Support 2

tsys; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Job summary

tsys in Metro Manila is seeking a Customer Support Specialist to resolve end-user issues in a fast-paced call center. You will handle hardware, software, and networking queries with step-by-step guidance and work with cross-functional teams to ensure timely resolutions.

The role requires at least 1 year of technical support experience, strong communication, and proficiency in MS Office and Google Workspace.

Qualifications

• Minimum 1 year of technical support experience.
• Fundamental knowledge of the Bankcard Industry.

Responsibilities

• Resolve end-user issues through step by step instructions related to hardware, software and networking support.
• Field incoming support requests submitted through phone calls, emails, or on-line chat rooms.
• Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay current with all equipment options, features and functions as it relates to the vendor/product.
• Meet or exceed production, quality, and attendance objectives of the department.
• Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces, including cross-department communication.
• Provide tier 2 support for products released to Customer Service.
• Other duties as required by business conditions or as assigned.

Skills

Technical support

Communication skills

Typing 40 wpm

MS Office / Google Workspace

Problem solving

Education

High school diploma

Job description

Responsibilities:

• In a customer service call center setting, resolve end-user issues through step by step instructions related to hardware, software and networking support.
• Field incoming support requests submitted through phone calls, emails, or on-line chat rooms .
• Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay current with all equipment options, features and functions as it relates to the vendor/product.
• Meet or exceed production, quality, and attendance objectives of the department.
• Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces . Includes the ability to effectively communicate across multiple departments: product, development, sales, merchants, etc.
• Provide tier 2 support for products released to Customer Service
• Other duties as required by business conditions or as assigned.

Education:

High school education

Experience, Knowledge and Skills:

• At least 1 year experience providing technical support to end users.
• Fundamental knowledge of the overall Bankcard Industry .
• Ability to work rapidly, independently and accurately under pressure to meet departmental goals.
• Knowledgeable of company policies, procedures, products and services . Have a current knowledge of your workgroup and department's procedures, policies, and responsibilities.
• Working knowledge of Microsoft Office and Google G-Suite applications . Ability to type at least 40 words per minute . Must have strong written and oral communication skills and well-developed problem solving skills and attention to detail .