Technical Support & Sales Representative - Clark

Asurion; Mabalacat; On-site; PHP 1,230,012 - 1,845,018; Full time

Job summary

Asurion in the Philippines is seeking a Technical Support Specialist to assist customers with various technical issues. The role demands strong customer service and problem-solving skills, ensuring each interaction meets high-quality standards.

Candidates must have at least a high school diploma and experience in BPO technical support. A passion for technology and proven skills in customer engagement are essential. Join Asurion to enhance customer experiences and support their everyday technical needs!

Qualifications

• Minimum 1 year of BPO technical support experience.
• 6 months of BPO sales experience is a plus.
• Proven capability in supporting mobile technology and devices.

Responsibilities

• Assist customers with technical issues over the phone.
• Undertake service requests and ensure compliance with company policies.
• Educate oneself on technology and provide proactive support.

Skills

Customer service

Technical support

Problem-solving

Digital literacy

Education

High school diploma or equivalent

Job description

The purpose of the role is to help Asurion’s customers stay connected with all aspects of their everyday technical life. This includes supporting customers over the telephone with various applications, networks, and technologies. The role also undertakes proactive outbound call work as well as takes inbound calls.

Key Accountabilities

• Undertake service requests for customers, ensuring compliance with Asurion’s policies and procedures and carrying out effective note-taking on calls.
• Provide technical expertise on inbound calls or other electronic input (e.g., website, chat, or email) from customers to resolve issues with devices and software.
• Identify customers in line with the company, regulatory, and legislative requirements.
• Ensure every interaction meets the agreed quality framework (HERO) and contributes to a high-quality score.
• Maintain a high level of customer service and achieve a high net promoter score (NPS).
• Continuously educate oneself with technology and stay up-to-date, especially in device protection/consumer home technology.
• Ensure adherence to your roster, staying at the right place at the right time.
• Respond to in-the-game/moment feedback and coaching, taking proactive actions to meet commitments.
• Use knowledge-based systems and other tools to deliver technical support solutions.
• Process service requests and manage inquiries related to handset protection and digital products.
• Support initiatives that exceed customer expectations through multiple channels (e.g., calls, online chat).
• Make sales or recommendations for products/services best suited to client needs.
• Maintain necessary skills and competencies to excel in the role.
• Meet individual and team performance targets and development plans.
• Achieve established performance targets for service excellence and operational efficiency.
• Share technical solutions and knowledge with the team, contributing to best practices.
• Demonstrate a strong one-team attitude and collaborate with Soluto and Asurion colleagues.
• Exhibit emotional resilience and a “can do”, positive, results-focused attitude.
• Participate in developments and activities that enhance engagement, teamwork, and vision.
• Assume any additional responsibilities directed by your manager.

Qualifications

• Education: Minimum high school diploma or equivalent.
• Experience: 1 year of BPO technical support program experience.
• Experience: 6 months of BPO sales experience.
• Proven experience in supporting others with mobile technology and related devices.

Behavioral and Technical Competencies

• Passionate about customer service and loving to help others.
• Comfortable learning new technology.
• High empathy, patience, and resilience when assisting through technical issues.
• Capable of maximizing quality by engaging customers and building rapport.
• Takes ownership of problems, takes control of the call, and assures customers of expert problem-solving.
• Digitally literate with a strong understanding of major operating systems and consumer technologies.
• Stays ahead of device releases and software updates.
• Displays endurance during long customer queries.
• Committed team player, able to work resourcefully and autonomously.
• Positively embraces change, handles ambiguity, and thrives in a constantly evolving environment.
• Approaches complex problems logically for efficient solutions.

Desirable Personal Competencies and Attributes

• Experience supporting others with applications, networks, and technologies.
• Experience managing and working toward the Net Promoter Score (NPS).
• Customer service experience in a frontline technical environment (e.g., retail consumer technology outlets, IT support, troubleshooting).

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.