Technical Support Representative - Mobility Account

transcosmos Asia Philippines Inc.; Pasig; On-site; PHP 223,000 - 290,000; Full time

Job summary

Transcosmos Asia Philippines Inc. seeks a Customer Service Representative to assist customers via inbound calls, email, and chat, delivering technical support solutions for hotline agents, customer service centers, and onsite engineers, and creating trouble tickets for unresolved issues.

You will identify recurring problems, submit trouble tickets, and drive improvements, produce technical problem case summaries, conduct enablement training for service stores, and monitor the impact of

Qualifications

• Bachelor's degree or completion of a 3-year vocational course.
• At least 6 months of CSR experience in the BPO industry, preferably supporting technical support accounts and E-commerce accounts.
• Strong English and Tagalog communication skills.
• Ability to explain technical concepts in simple, easy-to-understand language.
• Active listening and customer service skills.
• Good understanding of Android and iOS smartphones and mobile applications
• Ability to troubleshoot basic mobile device and app issues.
• Good data entry and typing skills.
• Able to handle customer objections and rejection professionally.

Responsibilities

• Assist customers via inbound calls, email, and chat.
• Provide technical support solutions for hotline agents, customer service centers, and onsite engineers, and create trouble tickets for unresolved issues.
• Identify recurring problems, submit trouble tickets, and drive improvements.
• Regularly produce technical problem case summaries, conduct enablement training for service stores, and monitor the impact of application changes.
• Assist with the judgment of repair warranty disputes and guide on identifying product authenticity.

Skills

Communication skills

Active listening

Customer service

Data entry

Explain technical concepts

Objection handling

Android/iOS knowledge

Troubleshooting mobile apps

Education

Bachelor's degree or 3-year vocational

Job description

• Assist customers via inbound calls, email, and chat.
• Provide technical support solutions for hotline agents, customer service centers, and onsite engineers, and create trouble tickets for unresolved issues.
• Identify recurring problems, submit trouble tickets, and drive improvements.
• Regularly produce technical problem case summaries, conduct enablement training for service stores, and monitor the impact of application changes.
• Assist with the judgment of repair warranty disputes and guide on identifying product authenticity.

Qualifications

• Bachelor's degree or completion of a 3-year vocational course.
• At least 6 months of CSR experience in the BPO industry, preferably supporting technical support accounts and E-commerce accounts
• Strong English and Tagalog communication skills.
• Ability to explain technical concepts in simple, easy-to-understand language.
• Active listening and customer service skills.
• Good understanding of Android and iOS smartphones and mobile applications
• Ability to troubleshoot basic mobile device and app issues.
• Good data entry and typing skills.
• Able to handle customer objections and rejection professionally.

Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.