Technical Support Representative

YDC; San Pedro; On-site; PHP 279,000 - 390,600; Full time

Job summary

YDC in San Pedro, Laguna, Philippines is seeking a Technical Support Representative to handle inbound and outbound customer inquiries regarding electronic appliances. The role requires diagnosing technical issues over various channels and guiding customers through solutions.

Ideal candidates will possess experience in BPO or appliance accounts, along with strong communication and problem-solving skills. Shifting schedules and weekend work may be required, ensuring customer satisfaction through timely support.

Qualifications

• Experience in BPO technical support or appliance-related accounts or Telco is a must.
• Strong verbal and written communication skills.
• Good problem-solving and multitasking abilities.
• Willing to work on shifting schedules, weekends, and holidays if needed.

Responsibilities

• Handle inbound and outbound customer inquiries regarding appliances and electronic products.
• Diagnose and troubleshoot technical issues over phone, chat, or email.
• Guide customers through step-by-step solutions and product setup.
• Provide product information, warranty details, and repair assistance.
• Escalate complex concerns to higher-level technical teams when necessary.
• Document customer interactions and resolutions accurately in the system.
• Ensure customer satisfaction by delivering professional and timely support.
• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores.

Skills

BPO technical support experience

Strong communication skills

Problem-solving abilities

Multitasking

Job description

Job Responsibilities:

• Handle inbound and outbound customer inquiries regarding appliances and electronic products
• Diagnose and troubleshoot technical issues over phone, chat, or email
• Guide customers through step-by-step solutions and product setup
• Provide product information, warranty details, and repair assistance
• Escalate complex concerns to higher-level technical teams when necessary
• Document customer interactions and resolutions accurately in the system
• Ensure customer satisfaction by delivering professional and timely support
• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores

Qualifications:

• Experience in BPO technical support or appliance-related accounts or Telco is a must
• Strong verbal and written communication skills
• Good problem-solving and multitasking abilities
• Willing to work on shifting schedules, weekends, and holidays if needed