Technical Sales Representative

VRI Crew; Pateros; On-site; PHP 279,000 - 558,000; Full time

Job summary

VRI Crew in Taguig City is seeking a versatile Technical Support / Customer Support associate to provide world-class assistance to an international customer base. You will handle pre-sales inquiries, subscription management, and order processing while maintaining a customer-first mindset.

The role covers Voice & Chat support across the customer lifecycle, with responsibilities including case ownership, accurate CRM documentation, and escalation to engineering when needed.

Qualifications

• Experience in multi-channel support (Voice & Chat) for international customers.
• Ability to manage end-to-end order lifecycle including pre-sales and subscription management.

Responsibilities

• Act as primary lead for international customer inquiries via phone and chat.
• Manage full order lifecycle including pre-sales consultations, subscription management, invoice processing, and refund requests.
• Use product expertise to highlight features and convert inquiries into sales opportunities.
• Document interactions precisely in the CRM/ticketing system according to company protocols.
• Triage and escalate complex technical cases to Level-2 engineering or specialized teams as needed.

Job description

We are seeking a versatile Technical Support / Customer Support associate to provide world-class assistance to our international customer base. In this role, you will be the primary point of contact for a range of needs from pre-sales inquiries to subscription and order management. The ideal candidate blend technical aptitude with a "customer-first" mindset, taking full ownership of issues until they are resolved.

You will handle multi-channel support (Voice & Chat), ensuring a seamless experience across the entire customer lifecycle.

Key Responsibilities: I. Customer Experience and

• Order Management End to End Support: Act as the primary lead for international customer inquiries via phone and chat.
• Account & Sales Support: Manage the full order lifecycle, including pre-sales consultations, subscription management, invoice processing, and refund requests. Sales Conversion: Use product expertise to highlight features and promote the product, converting inquiries into sales opportunities. Case ownership: Monitor and follow up on open cases, providing consistent updates to customers until a resolution is achieved.
• Documentation: Maintain precise, detailed records of all interactions within the CRM/ticketing system in accordance with company protocols.

II. Technical Troubleshooting

• Hardware & Software Support: Candidates should have a basic understanding of camera hardware, application installation, and system setup.
• Connectivity & Networking: Basic Knowledge of home WI-FI setups, including how to help customers connect devices to a wireless network and assist with account or password configurations.
• Escalation Management: Efficiently triage complex technical cases to Level-2 engineering or specialized customer care teams across global locations.

Work Setup: Full work on-site at BGC, Taguig, Work Schedule: Can be Dayshift or Graveyard Shift (Shifting Schedule)