TSA2 - Technical Support Representative - 22.01

Magellan Solutions; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Magellan Solutions in the Philippines is seeking an experienced technical support specialist to handle inbound customer inquiries via phone, email, and chat. You will provide first-line resolution, with potential outbound follow-ups and collaboration with Product Management to escalate issues when needed.

You will quickly build rapport with customers, manage tickets, and adhere to quality standards while maintaining flexible shift availability and strong communication in English.

Qualifications

• At least 2 years BS in a technical discipline (e.g., Information Technology, Computer Science).
• Minimum 1 Year of Technical Support Background.
• Computer skills (Basic understanding on Windows applications and Microsoft environment in general).
• Versed on Microsoft 365.
• Proficiency in Salesforce & Jira applications.
• Good comms for voice and good grammar for chat and email.
• Having knowledge of SaaS is an added advantage.

Responsibilities

• Inbound technical support calls
• Minor outbound (possible outbound follow ups with customers)
• First line of defense for all customer issues + escalations
• Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate
• Email Responses
• Chat Responses

Skills

Rapport building

Articulate communication

Time management

Ticket management

Empathy

Ethical standards

Shift flexibility

Education

Bachelor's degree in Information Technology or Computer Science

At least 2 years in a technical discipline

Tools

Salesforce

Jira

Microsoft 365

Job description

BASIC FUNCTIONS:

• Inbound technical support calls
• Minor outbound (possible outbound follow ups with customers)
• First line of defense for all customer issues + escalations
• Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate
• Email Responses
• Chat Responses

KEY RESULT AREAS:

• First Response Time
• Full Resolution Time
• Quality
• Average Handling Time
• Attendance

COMPETENCIES NEEDED:

• Speaks well, ability to build rapport.
• Articulate and Comprehensible
• Time and Ticket Management
• Disciplined and focused approach to solving ambiguous customer problems
• Empathic and Great Comms
• Adheres to the highest ethical standards
• Shift and work flexible

QUALIFICATIONS:

• Desired: At least 2 years BS in a technical discipline (e.g., Information Technology, Computer Science)
• Minimum 1 Yr of Technical Support Background
• Computer skills (Basic understanding on Windows applications and Microsoft environment in general.)
• Versed on Microsoft 365
• Proficiency in Salesforce & Jira applications.
• Good comms for voice and good grammar for chat and email.
• Having knowledge of SaaS is an added advantage