Technical Customer Support 2

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Global Payments Process Centre, Inc. in Metro Manila (Quezon City area) is seeking a customer support technician to resolve end-user issues related to hardware, software and networking in a fast-paced call center.

You will handle incoming requests by phone, email, or online chat and document solutions accurately. The role requires at least 1 year of technical support experience, strong written and verbal communication, and the ability to work under pressure to meet targets.

Qualifications

• 1 year of experience providing technical support to end users.
• Basic knowledge of common hardware, software, and networking concepts.
• Strong communication and problem-solving skills.
• Proficient with Microsoft Office and Google G-Suite.

Responsibilities

• Resolve end-user issues with step-by-step guidance on hardware, software, and networking.
• Field support requests via phone, email, or online chat.
• Enter merchant data accurately into databases within deadlines.
• Schedule and complete installations of Global Payments products.
• Maintain knowledge of equipment options and features.
• Meet production, quality, and attendance goals.
• Communicate fulfillment details across product, development, sales, and merchants.
• Provide Tier 2 support for products released to Customer Service.
• Undertake other duties as required.

Skills

Technical support

Customer service

Troubleshooting

Networking basics

Typing 40 wpm

Written & verbal communication

Attention to detail

Education

High school education

Tools

Microsoft Office

Google G-Suite

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.