Technical Support Representative/API Support (Get ₱15,000 Signing Bonus)

Payreto; Makati; Hybrid; PHP 223,000 - 391,000; Full time

Benefits offered by this job

Signing bonus

Hybrid work setup

Day 1 HMO

Life Insurance

Equipment provided

Job summary

Payreto is seeking a Technical Support Representative to deliver timely and complete technical solutions to client users via call, chat, and email in a hybrid work setting in Metro Manila. You will be the frontline liaison ensuring a positive customer experience and meeting client performance targets.

The role requires strong attention to detail, excellent written and verbal communication, and the ability to handle multiple tasks in a fast-paced environment.

Qualifications

• Bachelor’s degree in IT/CS/Business Admin/Finance preferred.
• Experience in back-office/document processing or BPO inbound voice/email/chat desirable.
• Strong attention to detail and communication skills required.

Responsibilities

• Provide technical support via phone, chat, and/or email for online payment accounts.
• Assist with product or application-related inquiries.
• Diagnose hardware and software failures using established procedures.
• Identify and initiate corrective action to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customers.
• Update knowledge base as needed.
• Ensure clear understanding of customer queries and issues.
• Maintain positive customer relations across teams.
• Follow up with customers and perform scheduled callbacks.
• Attend client and Payreto trainings.
• Respond to a wide variety of queries (basic to advanced).
• Adhere to processes and meet targets and standards.
• Write review notes accurately.
• Ability to work overtime as needed.
• Assist with ad hoc tasks from supervisor.

Skills

Attention to detail

Written & verbal communication

Logical reasoning

Decision making based on rules

Multi-tasking

Process-oriented

Quality conscious

Problem solving

Customer service orientation

MS Excel

Google Sheets

Programming knowledge (preferred)

Education

Bachelor’s degree in Information Technology / Computer Science / Business Administration / Finance

Tools

MS Excel

Google Sheets

Job description

WHAT WE OFFER

• PHP 15K Signing Bonus
• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client’s front liners in ensuring that the client’s customers will have a positive customer experience.
Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

WHAT WILL YOU DO?

• Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment.
• Assist with product or application-related inquiries.
• Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customer issues.
• Update the team’s knowledge base when necessary.
• Ensure that there is a thorough understanding of customer queries and issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
• Follow up and make scheduled call backs to customers as necessary.
• Attend client and Payreto meetings and trainings.
• Support and respond to customers in a wide variety of queries (basic to advanced).
• Adhere to agreed processes, meeting required work standards, targets and objectives.
• Completely and accurately write review notes.
• Must be amenable to render overtime based on business needs.
• Assist in adhoc work assigned by immediate supervisor.

WHAT SHOULD YOU HAVE?

• A bachelor’s degree in any field is preferred. Most ideal: Information Technology, Computer Science, Business
• Administration, Finance, or any equivalent degree.
• At least one (1) year of experience in back-office document processing operations related to applications for
• e-wallets, loans, or insurance or at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
• High attention to detail
• Above average written and verbal communication skills
• Must have average logical and verbal reasoning.
• Ability to provide correct decisions based on rules and policies.
• Ability to handle multiple tasks, prioritize workload, and adapt to changing priorities in a fast-paced environment.
• Process-oriented.
• Must be quality conscious.
• Exceptional problem-solving and critical-thinking skills to identify the root causes and provide effective solutions.
• Strong customer service orientation with the ability to remain calm, patient, and empathetic in challenging situations.
• Good to Excellent in using MS Excel, Word, Google Sheets, etc… (Vlookup, Pivot, and advanced Excel formulas)
• Knowledge of programming languages is preferred but not required.

SHIFT SCHEDULE

• Shifting Schedule depending on business needs.
• Willing to work onsite at least twice a week.