Technical Support Specialist - Inbound/Outbound & Sales

uBreakiFix; Iloilo City; Presencial; PHP 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive pay with incentives

Free daily meals

30 days paid time off

Life insurance & retirement plan

Transportation allowances

Resumo da oferta

Asurion in Iloilo City, Philippines is hiring a customer support specialist to help customers stay connected by providing technical assistance via phone, chat, email, and website inputs, including outbound and inbound calls.

You will work within a high-performing team, deliver solutions on devices and software, maintain high customer service standards, and contribute to a strong Net Promoter Score while growing your technical knowledge.

Qualificações

• Minimum high school diploma or equivalent.
• 1 year of BPO technical support program experience.
• 6 months of BPO Sales experience.
• Proven experience in supporting others with mobile technology and other devices.

Responsabilidades

• Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note-taking on calls.
• Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and software.
• Identify customers in line with the company, regulatory and legislative requirements.
• Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score.
• Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS).
• Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology space.
• Respond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitments.
• Use knowledge-based systems and other tools to deliver technical support solutions.
• Processing service requests and managing inquiries related to handset protection and digital products.
• Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat.
• Making sales or recommendations for products or services that best suit client needs.
• Meet the established performance targets to achieve service excellence / operational efficiency.
• Share technical solutions and knowledge with the team and contribute towards best practice.

Conhecimentos

Customer service

Technical support

BPO experience

Empathy

Formação académica

High school diploma

Descrição da oferta de emprego

Asurion in Iloilo City, Philippines is hiring a customer support specialist to help customers stay connected by providing technical assistance via phone, chat, email, and website inputs, including outbound and inbound calls.

You will work within a high-performing team, deliver solutions on devices and software, maintain high customer service standards, and contribute to a strong Net Promoter Score while growing your technical knowledge.