Technical/Customer Support Expert - Onsite

Asurion; Iloilo; On-site; PHP 248,000 - 317,000; Full time

Job summary

Asurion in the Philippines offers a customer support role in Iloilo focused on guiding customers through setup, troubleshooting, and using devices. You will handle inbound and outbound communications, identify needs, and suggest upgrades to enhance the experience.

You will stay current on tech trends, educate customers about devices and software, and collaborate cross-functionally to maintain high quality interactions and boost satisfaction and NPS.

Responsibilities

• Handle inbound and outbound communications, assisting customers with setting up applications, networks, and various technologies.
• Identify and recommend products or services to match customers' needs, suggesting upgrades or additional services.
• Provide expert guidance while troubleshooting devices like laptops, smartphones, and more.
• Identify customer needs and educate them about their devices and software by staying updated on the latest tech trends.
• Ensure every interaction meets our quality standards, aiming for the highest customer satisfaction to drive our Net Promoter Score (NPS).
• Work cross-functionally amongst colleagues and clients, sharing knowledge and supporting collective success.
• Lean into the challenges a dynamic work environment presents with a can-do spirit.

Job description

• Be the Voice of Support: Handle inbound and outbound communications, assisting customers with setting up applications, networks, and various technologies. Make a real impact in customers’ daily lives.
• Offer Solutions and Drive Sales: Identify and recommend products or services to match customers' needs, suggesting upgrades or additional services to enhance their experience.
• Passion for Growth: We invest in your development with ongoing training and opportunities for advancement. Seek opportunities to learn new skills and turn feedback into action.
• Tech Expert & Trendsetter: Provide expert guidance while troubleshooting devices like laptops, smartphones, and more.
• Engage and Educate: Identify customer needs and educate them about their devices and software by staying updated on the latest tech trends.
• Deliver Exceptional Service: Ensure every interaction meets our quality standards, aiming for the highest customer satisfaction to drive our Net Promoter Score (NPS).
• Act as One Team: Work cross-functionally amongst colleagues and clients, sharing knowledge and supporting collective success.
• Embrace Divine Discontent: Lean into the challenges a dynamic work environment presents with a "can-do" spirit, even when faced with complex issues.