Technical Support Agent Level 1

AAPMI2 Acquire Asia Pacific Manila 2, Inc.; Mandaluyong; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick offs with giveaways

Value Awards

Internal promotions

Job summary

Acquire Intelligence is seeking a Technical Support Agent Level 1 in Mandaluyong City, Philippines. Join a dynamic team that helps customers by clarifying concerns, identifying causes, and delivering effective solutions to drive satisfaction and loyalty.

You will handle inquiries, transfer calls when needed, and maintain accurate customer records while contributing ideas to enhance the customer journey and service quality.

Qualifications

• 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

Responsibilities

• 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
• Handle complex cases and manage complaints that may occur through repeat interactions

Skills

Customer service

Problem solving

Communication

Multitasking

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. Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

• 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

• 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

• 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? Come for a career, stay for the fun! Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have ClassA offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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