Technical Support Agent Level 1

Acquire Intelligence; Mandaluyong; On-site; PHP 260,000 - 340,000; Full time

Benefits offered by this job

HMO coverage

Yearly parties

Value Awards

Internal promotions

Collaborative culture

Leadership training

Job summary

Acquire Intelligence in Mandaluyong is searching for a Technical Support Agent Level 1 to resolve product or service issues with empathy and solid product knowledge. You will engage with clients to clarify concerns and provide effective solutions, ensuring timely problem resolution and accurate customer records.

You’ll transfer conversations when needed, contribute ideas to improve the customer journey, and uphold quality standards while delivering exceptional service in a fast-paced environment.

Qualifications

• Strong verbal and written communication skills with customers.
• Ability to analyze problems and determine effective solutions.
• Experience handling complaints and negotiating resolutions.
• Excellent organization with the ability to multitask and prioritize.

Responsibilities

• Resolve product or service problems by clarifying customer concerns and guiding to best solution.
• Provide tailored solutions based on customer needs and products.
• Answer inquiries and route calls to the appropriate department.
• Ensure customer satisfaction with exceptional service and accurate records.
• Maintain and update customer records with complete information.
• Contribute ideas to improve the customer journey and uphold standards.
• Handle complex cases and assist management as needed.

Skills

Excellent verbal and written comms

Problem solving & decision-making

Complaints handling & negotiation

Organizational skills & multitasking

CAN DO attitude

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Technical Support Agent Level 1

Mandaluyong City, Philippines

Reporting to: Team Leader

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

• HMO coverage for you and your family**
• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards’
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

You’re the genie that fulfils our customer’s needs.

As a Technical Support Representative, You’ll Represent The Account And Interact With Clients Through Resolving Product Or Service Problems And Ensure They Are Addressed In a Timely And Efficient Manner. You Use Empathy, Patience And Passion, Coupled With Product Knowledge To Effectively Resolve The Customers’ Needs. Your Day Could See You

• Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
• Provide tailored-fit solution based on customer’s needs – Solution Specialist Way
• Answer customer inquiries and transfer calls to the appropriate department as necessary
• Ensure customer satisfaction by providing exceptional customer service
• Create, maintain and update customer records with complete and accurate information
• Contribute innovative ideas in the improvement of the customer journey
• Ensure quality and standards, policies and procedures are maintained at all times
• Perform other related duties as assigned by management
• Championing team culture based initiatives such as the client's way
• Handle complex cases and manage complaints that may occur through repeat interactions

A Bit About You

• Basic understanding of home internet service and set up – Solutions Specialist Way
• A solutions provider with a “CAN DO” attitude
• Good organizational skills and the ability to multitask and prioritize
• Excellent verbal and written communication skills
• Problem solving and decision-making skills
• Displays strong complaints handling and negotiation skills

What We Value

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don’t take ourselves too seriously, just our results.

What are you waiting for?